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Certificate in Customer Service Excellence

Drive Success with Quality Customer Service

Kent State's Certificate in Customer Service Excellence

When your employees are properly trained and demonstrate professional service skills, your organization's customer satisfaction and loyalty improve. In Kent State's Certificate in Customer Service Excellence, participants will learn to employ effective listening skills and questioning techniques to shorten the interaction time with customers. The participants will also capture ideas for relating effectively with several generations. Participants will learn to "wow" customers and build strong customer service teams.

The three professional development programs comprising the Kent State Certificate in Customer Service Excellence include:

  • Exceptional Service for All Generations
  • Perpetuating Excellence in Customer Service
  • Professional Customer Service Communication Skills

Who should attend the customer service training programs?

Customer service representatives, technical and support personnel, field service and account managers, managers who want to develop their staff and anyone who provides internal and/or external customer service.



Deborah Easton- Generations- 320 x 193

 Kent State Facilitator Deborah Easton Talks about the different generations in the workplace.

Jennifer Stupica- Generations Jennifer Stupica, Human Resource Manager, SSP Fittings, Incorporated talks about her experience from attending the generation’s program.


Marvin Montgomery-Customer Service Facilitator, Marvin Montgomery talks about Perpetuating Excellence in Customer Service.



Perpetuating Excellence in Customer Service

Facilitator: Marvin Montgomery


Building relationships, you will learn how to perpetuate awareness of internal and external customer service throughout your organization and how to overcome barriers to internal and external communication, as well as how to sustain a positive attitude while solving problems and dealing with complaints. You also will learn how to WOW every customer and identify your Team Player Style within your customer service team.

This was a very educational program. Very happy I was able to participate with my team. Chris Maxwell, Customer Service Manager, Soprema

Times available:

  • Wednesday, March 11, 2015, 8:30 a.m. - 4:30 p.m., Twinsburg - $295
  • Tuesday, November 10, 2015, Twinsburg - $295


Exceptional Service for All Generations

Facilitator: Deborah Easton

Do you interact with several generations of internal and external customers?  Have you noticed how the expectations of one generation differ from another?  Do you have Baby Boomer customers who are upset by service providers who are fast, but fail to establish a warm relationship with them?  Are your customer service professionals often dismayed by customer reactions when they believe they just gave exceptional service? This highly engaging program is presented by the facilitator in the costume and language style of each generation, providing a unique learning experience.  The facilitator will explain the reasons for generational differences in defining good customer service. Participants will discuss potential necessary changes by employees and in organizational policy that will lead to enhancing exceptional customer service to various generations.

Deb Easton-Exceptional Customer Service for All Generations

Times available:


Professional Customer Service Communication Skills

Facilitator: Deborah Easton

What is your impact on both internal and external customers?  Would they recommend you to others?  Achieving individual and company goals, developing highly effective teams and securing a competitive advantage all depend on good customer service.  Yet, customer service policies are only as effective as the people who implement them.  This program provides practice on the essential communication and customer service skills you need to succeed not only in dealing with the external customer, but also in building essential internal customer relationships.  Through group discussion and customer-specific role-playing exercises, you will polish your professional communication skills and practice responding effectively to difficult customers.

Deborah Easton-Professional Customer Service Communication Skills

Times available: