Discover DeKalb | Customer Service Academy

Discover DeKalb is pleased to announce a partnership with Georgia Piedmont Technical College on the new Service Centric Academy. The Academy is an extensive industry specific training program designed to increase sales revenues of DeKalb County’s hospitality industry.

The Academy consists of three major components: Fundamentals of Customer Service, Advanced Customer Service and Specialized Customer Service. The goal of the program is to have DeKalb hospitality businesses become “Service Centric Certified.” The certification identifies businesses that have demonstrated an exceptional level of customer service through employee training, follow-up and certification.

The Service Centric Academy was founded based on the past success of Discover DeKalb’s customer service training. It was initiated to extend opportunities to those individuals who want to further their customer service skills in a more advanced and specialized setting at Georgia Piedmont Technical College. The training is open to hospitality and tourism employees and businesses looking to sharpen their skills and develop an edge over the competition.

The program begins with an introductory class presented by speaker Donna Satchell Kimble, STARR Consulting & Training, who began working with the Academy in 2012. Once completing the class, attendees continue their path by taking additional classes through Discover DeKalb’s partnership with Georgia Piedmont Technical College. Classes will be taught by professional teachers and will include “real world” role-playing scenarios.

To achieve certification, businesses must meet a certain percentage of employees who have completed the program. The Academy will then conduct an “undercover boss” type of follow-up that will ensure exceptional service is being provided to customers. Once certified, business will be recognized with a display listing on the website as a “Service Centric Certified” business and will receive a display plaque and announcements in press releases and newsletters. The program is set to launch in April 2015.

“We are excited to kick off our partnership with Georgia Piedmont Technical College to ensure visitors experience exceptional service during their stay,” stated James Tsismanakis, Executive Director & CEO of Discover DeKalb. “The ultimate goal is to have a majority of DeKalb businesses certified as part of a county-wide effort to increase sales in all aspects of the hospitality industry.”

Established in 1961, Georgia Piedmont Technical College is one of the oldest and most respected of Georgia’s 33 technical colleges. Their campus is located in Clarkston, just minutes away from Discover DeKalb.

“We are excited over our collaboration with Discover DeKalb in the development of the Service Centric Academy. We are confident that those seeking to improve service excellence and the guest experience will benefit greatly from this program. Everyone benefits from understanding the role they play in satisfying customers with outstanding service.” stated Loretta Hicks, Director of the Continuing Education Programs at Georgia Piedmont Technical College.

Next Class is Wednesday, May 3, 2017.  All classes are from 9 a.m. to noon. Call 770-492-5014 or fill out the online form below to register. Discover DeKalb is located at 1957 Lakeside Parkway, Suite 510, Tucker, GA 30084.

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