News Releases
News from
Lane Community College, Eugene, Oregon
Public information officer: Joan Aschim, (541) 463-5591, aschimj@lanecc.edu
Contact: Bob Purscelley, Director, Lane Community College at Florence
541-997-8444, ext. 4805, purscelleyr@lanecc.edu
for release April 10, 2007
Four additional local companies join the ranks of Florence's "Q" certified businesses
FLORENCE - Four more local businesses have become "Q" certified by the Oregon Tourism Commission. The Florence Humane Society, Sea Lion Caves, the Shorewood, and Rose Embroidery and Engraving all had 50 percent or more of their front-line employees attend "Q" customer service training at Lane Community College.
Since 2005, when Lane Community College at Florence and the Florence Chamber of Commerce arranged to have the classes become part of the LCC catalog of classes, 23 businesses and almost 500 employees in the Florence area have participated in the program. According to Oregon Coast Visitors Association Executive Director, Rebecah Morris, "Florence is at or near the top of coastal communities receiving training and we find this to be a remarkable achievement considering the partnership began last year."
These businesses and organizations are also "Q" certified: Grocery Outlet: Three Rivers Casino; Kitchen Klutter; City of Florence; Port of Siuslaw; Oregon Medical Laboratory; Curves for Women; Backstreet Gallery; Odds-N-Ends; Charl's Restaurant; Boys & Girls Club of Florence; Wind Drift Gallery; Coastal Impressions; Incredible & Edible Oregon; Prudential Pacific Properties; Lighthouse Inn; On Your Feet Footwear; and 3-2-1- Video.
"Lane Community College and the Florence Area Chamber recognize the importance of having a skilled workforce for our local businesses and organizations. The Q program is a simple but effective training that is bolstering our community's image and is already paying great dividends to all that participate. We're proud of these businesses that have demonstrated their commitment to quality customer service for their own businesses and for Florence," said Bob Purscelley, Director of LCC Florence Center, and Joshua Greene, Chamber President, in a joint statement. "With Rhody Days and the summer visitor season fast approaching, we know that more companies will want to be sure their employees are providing quality customer service. The short "Q" class is a great refresher for everyone".
The "Q" Program is a statewide customer training certification program from Travel Oregon that is offered for employees, staff and volunteers. It is a one-time, three-hour class. The class is low-key, interactive, lively and participants review strategic customer contact skills. In addition, participants receive a certificate and pin, as well as .3 continuing education credits from LCC.
The class refreshes customer service skills for more seasoned employees, and sharpens the skills of newer employees. Some of the topics covered include:
- Making a good first impression
- How to effectively say "no" - without losing a customer's goodwill
- Turning a problem customer into a service opportunity
- Reading - and responding to - subtle clues that can lead to a better customer service experience
- Communicating effectively - on the phone and face to face
- Exploring the challenges of a global visitor population
- How to use local visitor information tools to enhance the visitor's experience in the Florence area-employees getting to know their own community
LCC has scheduled several convenient class times for Q training during spring term. On-site training at a business can also be arranged for 15 or more employees. The actual cost of the class is $25 per participant, but Lane has secured sponsorship from the Oregon Coast Visitors Association to reduce the cost to participants to $10 per person. Call LCC at Florence at 541-997-8444 for information about the Q program or to register for a class.
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