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BSU News - News & Updates

2012-09-17

Optivation training features customer service, leadership

Upcoming training programs from Bemidji State University’s Optivation venture include customer service and leadership.

The three-part Customer Service Series training program begins Sept. 27 at Northwest Technical College. The Art of Leadership is a four-week online course beginning Oct. 1.

Customer Service Series
Optivation’s Customer Service Series is a nine-hour course delivered in three, three-hour segments from 9 a.m.-noon on Sept. 27, Oct. 4 and Oct. 11. The class will be held in room 315 at Northwest Technical College in Bemidji.

The training series will focus on learning who your customers are, what they want, and determine how to meet their expectations. It will offer best practices in communicating with customers, sending messages you want customers to hear, and overcoming the obstacles that difficult customers may present. Session One will discuss how to establish a vision for building customer relationships, effective language and use of questions, and how to conclude customer interactions. The second session will cover ways to establish a professional image in the environment, culture and appearance of a business, and ways to communicate professionally via telephone, email, social media and other ways of communicating when you can’t see your customer face-to-face. Finally, the third session will cover a variety of topics related to best practices for dealing with difficult customers, learning what they really want, and strategies for turning disgruntled customers into loyal, repeat customers.

An IMPACT 20/20 grant, managed by Optivation, allows this course to be offered at a reduced registration fee of $99. To register, visit http://bit.ly/PLlBZ3. Early registration is highly encouraged.

The Art of Leadership I
The Art of Leadership is an interactive, seminar-based approach to leadership based on two ideas: that leadership will take place if a leader cares about the work and the people, and that leadership is an art that can be developed by focusing on nine core concepts.

Art of Leadership I will focus on five of these core concepts: the leadership equation, the power of vision, the importance of ethics, the empowerment of people, and leadership principles.

Course instructor Karen Pikula, a 20-year employee of the Brainerd School District who also teaches at Central Lakes College, Brainerd Campus, as well as for Optivation, will lead in-depth discussions in each area. Participants will be given techniques for improving leadership effectiveness. Concepts will be personalized through questionnaires and learning exercises, and an online video feature, “In the Hot Seat,” will provide opportunities for involvement in more in-depth discussions with peers on best practices for handling real-life leadership dilemmas.

“The Art of Leadership I” is a pre-requisite course for “The Art of Leadership II,” which covers the final four core concepts and will be offered by Optivation at a future date.

Register for “The Art of Leadership I” online at http://bit.ly/OTUbx8. Registration for the course is $408, which includes a $350 course fee, $38 for books and $15 for a six-month subscription to online content. Space is limited, and early registration before Sept. 24 is highly encouraged.

Optivation is a joint venture of Bemidji State University and Northwest Technical College offering custom training solutions and non-credit courses in on-site, online and blended formats. For more information, contact Kerry Ross at (218) 755-4902, or visit optivation.org.

LINKS
Optivation
Customer Service Series registration
Art of Leadership I registration


About Bemidji State University Bemidji State University, located in northern Minnesota’s lake district, occupies a wooded campus along the shore of Lake Bemidji. Enrolling more than 5,000 students, the University offers more than 50 undergraduate majors and nine graduate programs encompassing arts, sciences and select professional programs. The University is a member of the Minnesota State Colleges and Universities system and has a faculty and staff of more than 550. University signature themes include environmental stewardship, civic engagement and global and multi-cultural understanding. For further information about the University, visit bemidjistate.edu. Become a fan of Bemidji State University on Facebook or follow us on Twitter.