BUSINESS IMPACT SERIES

Looking for ways to make improvements in your business or career to yield sustained positive change with customers, lead to contributions to the bottom line and help you solve your most difficult business challenges?  If so, the Business Impact Series features three perennially important areas for the life of all businesses and those responsible for its operations.

Customer Service Certificate

Motivation – Driving Superior Business Results Certificate Program

Problem Solving Business Challenges Certificate Program

CUSTOMER SERVICE CERTIFICATE

Customer Service is critical to achieving financial results and driving business growth. Utilizing your business’s existing customer service strengths, and learning how you can improve areas that are a challenge, you will lead your organization to customer service excellence.  In three sessions, review case studies, articles and TED Talks, engage in interactive exercises and participate in group discussions. Reading assignments between sessions will continue the learning process and prepare individuals for classroom discussions.  In preparation for the third session, students will complete the online StrengthsFinder Assessment.  Attendance at all three sessions earns a CCM Certificate in Customer Service. BDT-141

Program Includes:

CUSTOMER SERVICE IS KEY FOR BUSINESS SUCCESS

Although most organizations measure customer service results, this course will take the discussion further and focus on ways to leverage results to exceed goals.

CONTINUALLY ENHANCING THE CUSTOMER EXPERIENCE

From Disney to Nordstrom to Apple to Wegman’s, survey customer service strategies and practices to learn from recognized leaders. Discover the techniques used by the leaders and discern ways to put these practices into action for your organization. This study of best practices will assist in creating a plan to enhance customer service in your organization.

APPLYING INSIGHTS FROM THE STRENGTHS FINDER ASSESSMENT

The StrengthsFinder Assessment focuses on an individual’s strengths or positives. Apply insights from The StrengthsFinder Assessment to better communicate with customers and meet their needs.  The class will work on real life challenges by using StrengthsFinder knowledge, and other course content, to create goals, plans and measures to improve customer service results.

Instructor: Georgann Occhipinti, MA 

28511.  3 Sessions: 18 hours, CEU 1.8

Time: 9 a.m.-4 p.m., Fri, April 17- May 8 (no class April 24)

Location: Henderson Hall, HH 212

Cost: $599

MOTIVATION – DRIVING SUPERIOR BUSINESS RESULTS CERTIFICATE PROGRAM

For professionals new to a supervisory or management role, or a candidate for future management responsibility, or those with no formal training, learn how motivation helps organizations achieve their business goals for superior results.  Gain an understanding of the importance of motivation in the supervisory role as a means to inspire and lead, and new ways to motivate yourself and others.  Participants learn proven ways to exceed objectives through measurement, feedback, communication and coaching.  BDT-142.

Program Includes:

  • Employee Motivators and Strategies to Increase Motivation Levels
  • Assessing Your Team’s Motivation
  • Creating Development Plans to Meet Business Goals
  • Feedback and Coaching Skills for Individual Performance Needs

INSTRUCTOR: Georgann Occhipinti, MA

28512.  3 Sessions: 18 hours, CEU 1.8

Time: 9 a.m.-4 p.m., Fri, June 5-19

Location: Henderson Hall, HH 212

Cost: $599

PROBLEM SOLVING BUSINESS CHALLENGES CERTIFICATE PROGRAM

Identifying the root cause of business challenges is important for implementing effective and efficient solutions.  There are many symptoms to problems, but identifying and addressing the root cause ensures a better resolution. This interactive program provides an opportunity for participants to determine the root cause of actual business challenges that may lead to improved operations and strategies to achieve goals. BDT-143

Program includes:

INTRODUCTION TO EFFECTIVE PROBLEM RESOLUTION: ROOT CAUSE ANALYSIS

Discover the fundamentals of root cause analysis and its importance in cost effective and efficient problem resolution through an overview of a model for root cause analysis, including concrete applications to your organizational challenges.

EFFECTIVE DATA GATHERING AND ANALYSIS

Excellent data gathering is essential when identifying the root cause of your challenge. This session focuses on techniques for pinpointing the right data and methods of analysis for your specific business situations.

DEVELOPING SOLUTIONS AND MEASURING BUSINESS RESULTS

Participants will receive practical experience in planning and executing solutions that target the root cause(s) and set the measures of success.  There will be an opportunity to determine which techniques will yield the best results and to create a communication plan for mobilizing a team and launching solutions.

Instructor: Georgann Occhipinti, MA

28513.  3 Sessions: 18 hours, CEU 1.8

Time: 9 a.m.-4 p.m., Fri, March 20-April 3

Location: Henderson Hall, HH 212

Cost: $599

SPANISH COMMUNICATION IN THE WORKPLACE

If you are a non-Spanish speaking professional who would like to enhance communications with your Spanish-speaking workforce, this program is for you. This non-academic, non-grammar based program is designed for individuals who want an easy and quick way to learn functional everyday Spanish. The learning format is based on minimum Spanish for maximum communication. No prior knowledge of Spanish is required.

You will learn practical common phrases, expressions and questions, in Spanish, to help you effectively communicate with Spanish-speakers. Key elements of the Spanish language in business and cultural contexts are explained. The program includes cross-cultural components to help be mindful of the Latin American cultural differences from country to country. The learning environment is highly active and will engage participants in role-play to practice and reinforce learnings. Attendees will receive a learning manual and audio CD.  BDT-144

Instructor: Marina Cupo, BS

28514.  6 Sessions: 18 hours, CEU 1.8

Time: 6-9 p.m., Wed, April 29-June 3

Location: Cohen Hall, CH 257

Cost: $599