ROANE ALLIANCE

We plan and implement strategies for the controlled growth of Roane County’s economy as a unified voice representing the best Tennessee has to offer businesses, citizens and travelers.

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ROANE ECD

We bring growth-oriented businesses with strong fiscal discipline, infrastructure and workforce-ready people to East Tennessee.

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ROANE TOURISM

We attract travelers who seek unique heritage and the best outdoor recreational experiences to Roane County.

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ROANE CHAMBER

We connect leaders and organizations for the benefit of local and regional business growth.

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EDUCATION MATTERS

We empower leaders, parents and students to invest in education, so they are better prepared to fulfill the workforce opportunities of Roane County’s future.

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RETIRE ROANE

We offer natural beauty, historic charm and low-cost living, distinguishing Roane County as one of the best retirement destinations in the nation.

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Customer Service Academy

February 28, March 7 & 14 | 2pm-4:30pm | The Roane Alliance

Roane Alliance

The Roane Chamber Customer Service Academy is designed to help your employees learn the basics of customer service and help us create a welcoming atmosphere countywide. Your employees are the face of Roane County, and we want to help them be the best they can be. 

You can significantly improve your level of customer satisfaction by utilizing the Customer Service Academy, because it shows employees what they don’t know about delighting customers.

Do your employees understand the importance of:

  • Providing good customer service?
  • Being dependable and showing up on time?
  • Learning to be more effective in their jobs?
  • Working well with others?
  • Helping the business to prosper?

 

Are you often frustrated that you can’t find employees who “get it?”

Employee performance issues can often be a time drain that keeps you from focusing on improving your business. Are these issues detracting from the performance of your business?

If you are frustrated by customer service and other employee related issues, you are about to read about a tool that you have been looking for. A tool to help you achieve your profitability, sales and personal growth goals.

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 A study about the importance of soft skills:

Several years ago a Yale University study reported that 15% of the reason for a person's success is due to technical skill and knowledge, and 85% of the reason originates from that person's personal or soft skills; attitude, enthusiasm, self-discipline, smile, tone of voice, desire, and ambition.

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This series is designed and lead by Dana Peterka. Dana has taught, mentored and practiced soft skills effectiveness for over 40 years.

Examples include:

  • Conducting week long soft skills training programs for the customer service and sales representatives of an industrial products manufacturing business with 10,000 employees.
  • Performing sales, marketing, operations and product management jobs.
  • Building, from scratch, a new centralized customer service organization to service the information technology needs of the employees at 17 major locations in two countries. This included the ongoing support and replacement of 10,000 personal computers.
  • During the past nine years, Dana has designed and conducted a variety of business workshops in Roane and eight area counties. He writes biweekly business columns for the Roane County News. As a SCORE volunteer, he has provided free counseling to over 400 area small businesses.

Here is what you get with the Customer Service Academy series:

  • A series of three 2½ hour workshops that better enables employees to delight both external and internal customers, including their management.
  • Participants receive ten handouts that detail the key areas covered. They are designed for the participant to use as references to better understand key skills and concepts such as listening for understanding, questions, silence, non-verbals and paraphrasing.
  • Discussions by local business leaders who emphasize excellence in customer service to make their organizations successful.
  • Structured opportunities for the manager and employee, before, during and after the workshop series, to jointly discuss and get aligned on the employee’s soft skills development and career opportunities.

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The National Skills Standard Board has developed a list of Employability and Academic Knowledge and Skills. Of the 17 skills on the list, 13 are employability (soft) skills such as listening, speaking, self and career development, using social skills and working in teams.

Just how much is this going to cost? Your time investment is spending a few hours before, during and after the workshop series to coach and mentor your employees on improving their effectiveness. The dollar cost for Roane Chamber members is zero. Yes, there is no cost for Roane Chamber members. How can your Chamber do this? First, our mission is to support and assist our members. Second, for the past couple of years, we have had a “We are stronger together” initiative to build partnerships among local organizations that share our goal of increasing the prosperity of our community. The workshop series is designed and conducted by uncompensated volunteers, who share our goal, and administered by your Chamber staff.

 

Additional Items. In addition to participants receiving ten copyrighted handouts, that detail the key areas covered for ongoing learning and reinforcement, each one gets a Continuing Education Unit certificate for 7½ hours. The CEU certificate issued by Roane State Community College.

As a business manager, you are at a point of decision. You can either continue on the path you have already been traveling, or you can choose the road that many businesses are taking to move their customer service to the next level. The path of least resistance will probably result in getting the same outcomes you have always received. But, if you want something different to happen, you are going to have to do something different.

Make the choice to take your customer service to the next level of excellence. Use it as a tool to show your employees what they don’t know about delighting internal and external customers and how to make all of those involved in your business more prosperous.

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