The Department of Workforce Development at Dyersburg State Community College (DSCC) will host a full-day customer service workshop, Mastering Customer Service: Communication, Connections, and Solutions, on Tuesday, Dec. 1, at the Dyersburg campus in the Security Bank Community Learning Center.
The workshop will be held from 9 a.m. to 4 p.m. It will be led by Matthew Webb, who will share practical strategies to understand and serve customers more effectively by focusing on the people behind each interaction.
The fee is $179 and includes a box lunch.
Online registration is available at https://bit.ly/4iUBkaN.
Participants will learn how to recognize emotions such as frustration, confusion, and urgency and respond appropriately in a variety of customer situations. Webb will also examine the difference between customers’ needs and wants, helping attendees identify what must be resolved while still creating a positive customer experience.
In addition, Webb will explore effective approaches to handling customer concerns by remaining calm, listening before responding, and focusing on solutions rather than arguments. Using the H.E.A.R.D. (Hear, Empathize, Apologize, Resolve, Delight) Model, participants will learn how to turn difficult situations into opportunities to build trust, strengthen relationships, and encourage long-term customer loyalty.
The workshop will also cover additional customer service essentials, including developing the right attitude to create positive customer interactions, going the extra mile to exceed customer expectations, and understanding the importance of teamwork in delivering a consistent customer experience across an organization. Participants will also explore best practices for phone-based customer service, including professional communication techniques and confident call handling, as well as strategies for using customer feedback to identify opportunities for improvement and strengthen customer relationships over time.
“Exceptional customer service is one of the most valuable skills employees can bring to any organization,” said Darrin Devault, Director of Workforce Development at DSCC. “This workshop will equip participants with practical tools they can use immediately to communicate more effectively, resolve concerns with confidence, and build stronger relationships with the customers they serve. Whether someone works in retail, healthcare, education, manufacturing, or the service industry, these skills can help create better experiences for customers and contribute to long-term professional success.”
Webb serves as the evangelist for the Main Street Church of Christ in Newbern, Tennessee. Before entering full-time ministry, he worked at Chick-fil-A, where he trained new employees and served in leadership roles. It was there that he developed a passion for customer service and caring for people.
The Department of Workforce Development at DSCC provides learning opportunities through certificate programs, customized workforce training, personal enrichment courses, and youth programs.
For more information, contact Darrin Devault, Director of Workforce Development, at ddevault@dscc.edu or 731-286-3265.