Customer Service, News


by Caug124

October 5th, 2009

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HAUPPAUGE, NYDale Carnegie Training®, an international leader in performance-based workforce training and solutions, has been selected by the Defense Commissary Agency to put its 18,000 employees, assigned throughout the world, through World Class Customer Service training.

Working under a contract awarded June 26, Dale Carnegie Training made history as the first organization to facilitate 648 training workshops in two months time.  Dale Carnegie Training’s customized approach is expected to advance DeCA’s level of service to its customers from “excellent” to “world class.”  Workshops, conducted almost simultaneously across the globe to ensure all participating associates are effectively trained within two months, began Aug. 15 in three stateside locations and Aug. 17 overseas.

“With today’s economy, it is paramount that our customers experience the same level of customer service at all of our locations in the U.S. and overseas,” said DeCA Director and CEO Philip E. Sakowitz Jr. “Our customers, the men and women of the armed services and their families, deserve the very best we can offer in the way of products and services,” he continued, “so the first step in our self-improvement is to provide customer service training to all our employees – from those at headquarters and region offices to every store associate in every commissary, worldwide.

“The workshops Dale Carnegie will be providing under our contract will help us take our already excellent customer service to the next level,” Sakowitz added.

One employee who has been with DeCA for only a few years, Christopher Hawthorne, store associate at Fort Lee, said he welcomes the opportunity to improve customer satisfaction through the World Class Customer Service training.

“I really love working at this store,” he admitted. “There’s great chemistry with everyone who works here, and the customers are really nice. But there are times when a customer will come in – someone who might not be having a good day – and I won’t know what to do to make it better for them. So, maybe with this training, I’ll learn how to handle customers like that – rather than having to go to get the manager or director.

Dale Carnegie’s World Class Customer Service training takes DeCA employees through a four-phase training improvement cycle, which includes reinforcing a positive attitude, building a knowledge base, applying knowledge to work situations and developing skills. Workshops consist of 30 people in each of the 648 eight-hour sessions. The two-month training cycle ends Oct. 16 with a workshop at Fort Lee, Va.

Find out more about Dale Carnegie Training’s Customer Service Programs

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