JTPA trainees learn about customer service
Student trainees, as the Job Training Partnership Act refers to them, took a day of preparation for customer service, particularly telephone etiquette and face to face interaction.
The eight-hour crash course is designed to prepare the group on how to carry themselves while at work this summer, emphasizing communication skills and proper decorum.
Yesterday, 30 student trainees attended one session of the “Welcome to the Workplace” workshop set up by the Continuing Education of the Northern Marianas College.
Featured speaker Blaine Rogers from the training department of the Pacific Islands Club discussed with the students workplace ethics.
But the day’s discussion includes work habits and responsibility, time management, and guidelines to get started.
According to the Director of Continuing Education Melody Actouka, customer service is a big issue among the attendees.
“They are hesitant to greet someone they don’t know and may not use eye contact with the person,” she said.
Although their generation spends a great deal talking over the phone, a number of students were surprised to know the proper way to answer a call.
“Knowing what to say” as Actouka puts it, shares with the students the corporate procedure in taking a call which includes jotting down messages.
“Customer service training is very helpful. It teaches the students what the customers expect from them. Trainees should also know that they represent the company,” she said.
Following the request from JTPA to set up a job preparation program, NMC is holding this workshop for Saipan. Although, NMC has been holding similar job preparation workshops for student trainees assigned at NMC.
Actouka said both NMC and JTPA are planning to hold the same workshop on Tinian and Rota next year.
