Wednesday, September 6, 2017 from 9:00 AM to 4:00 PM EDT

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The Center for Rural Development
2292 South Highway 27
Somerset, KY 42501

Training Room-2nd Floor




Crinda Francke, President and Owner of ExecuTrain of Kentucky, has been working in the training and development industry for over 15 years.

Ms Francke, President and Owner of ExecuTrain of Kentucky in 1990 with a BBA in Business Administration, Ms. Francke worked as a computer analyst and accountant until 1994 when she became the sales manager for ExecuTrain of Lexington. In 1997, she purchased the existing ExecuTrain of Lexington franchise becoming the President and CEO. In 2000, she expanded the ExecuTrain territory by purchasing the Louisville operation and franchise rights.  Having worked with hundreds of Kentucky organizations to design, plan, and deliver their employee training programs, Ms. Francke has been involved in all aspects of employee development.

Ms. Francke and her team of ExecuTrain instructors will bring a variety of dynamic new training opportunities to The Business and Community Traiing Center in Somerset.

Robin R. Moore


Customer Service


Course Description:
This course is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.

Course Content:

Unit 1: Customer service basics
Topic A: Customers
Topic B: The service culture

Unit 2: Customer service skills
Topic A: Organization skills
Topic B: Communication factors
Topic C: Personal motivation

Unit 3: Greeting customers

Topic A: Greeting overview
Topic B: Phone and e-mail messages
Topic C: Rapport

Unit 4: Listening and questioning
Topic A: Listening
Topic B: Questioning

Unit 5: Responding
Topic A: Responding to customers
Topic B: Resetting expectations
Topic C: Working toward solutions

Unit 6: Resolving issues
Topic A: Customer appreciation
Topic B: Follow-up techniques

Unit 7: Using what you've learned
Topic A: The implementation phase
Topic B: Resources and tools

 This class is offered through a partnership between The Center and Executrain. 




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