Metro Center creates new certificate programs in customer service, leadership

This fall’s educational opportunities at the SUNY Oswego Metro Center are not all targeted to individuals. With businesses and organizations in mind, the center has created two non-credit professional certificate programs, one in Dynamic Customer Service and another in Leadership Development.

“In these economically difficult times, leadership development and customer service are critical factors that can make the difference as to whether a business can survive,” Metro Center Director James Jerose said.

To earn a professional certificate, participants must complete five core sessions and one elective session.

The leadership program’s core sessions are “Dynamic Leadership Communication,” “Creating Organizational Effectiveness by Reducing Conflict,” “Building Energized Teams” “The Coaching Way” and “Maximizing Performance at Every Level.” This program will run from 9 a.m. to noon Fridays, from Oct. 2 to 30.

The customer service program’s core sessions are “A Customer’s ‘Moment of Truth,’” “Communicating the Customer-Focused Way,” “How to Wow Difficult Customers,” “Customers: How Can I Connect with Them Better?” and “Creating the Customer Service Star.” This program will run from 1 to 4 p.m. Fridays, from Oct. 2 to 30.

The electives are common to both certificate programs: “Creating a Customer-Focused Culture”; “Better Time Management at Work”; and “Customer-Focused Selling.” The electives follow the core sessions and will be held Nov. 6 and 13.

“Business retention is critical when customers are often forced to shop based on price rather than value and everyone in the organization must be mindful of customer-supplier relationships,” Jerose said. “Every effort must be made to keep customers happy, remind them of the value received, and be appreciative of their business. Customer service training is an essential component to keep these principles top-of-mind in every employee with customer contact so as to prevent any loss of business.”

Jerose said that far too often leadership is viewed as a “nebulous concept” but that it is as important as customer service.

“Leadership training helps to define and refine the skills essential to good management and to assure organizational success” Jerose said. “Skilled leaders connect the organization’s mission and vision with daily work. Although some leaders are born, most require training and reinforcement to keep sharp and be adept at applying appropriate and current methods to bring employees along on the road to the company’s success. Leaders must stay fresh and focused in order to be effective, and training accomplishes those key objectives.”

The certificate programs are each $499, or people can choose individual sessions for $99 each.

To register, or for more information, call the Metro Center at 315.399.4100 or visit

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(Posted: Aug 27, 2009)