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IN BUSINESS. IT'S more than good manners, Customer service is also good for the bottom line.
So good, in fact, than an innovative group in Columbus, Ga., has initiated a new program to teach good customer service skills. As a result, 71 Georgians became the first class to graduate from Columbus Technical Institute's Service Industry Academy this past this past June. The idea for creating the Service Industry Academy belongs to a group of developers in Savannah, but Columbus was the first to jump on the idea by opening its SIA this summer. In Columbus, SIA is a joint venture of Columbus-area businesses (see box) in partnership with the Georgia Department of Technical and Adult Education and the Greater Columbus Chamber of Commerce. Continued growth in Georgia’s service industries combined with a greater emphasis on customer service has led to a high demand for employees with good customer service skills. And Columbus has a special need for skilled service employees. "Back office industries — that is, white collar jobs in call centers and processing centers — are one of the leading growth industries in our area," said F. Michael Gaymon, president of the Greater Columbus Chamber of Commerce. SIA’s curriculum combines training requirements specified by the business partners and DTAE's Certified Service Specialist program — a program developed in 1995 at the urging of Charlie Brown, president of Technology Park/Atlanta Inc. and former DTAE state board member. That program — and the business partners — became the backbone of the academy, Business partners actively contribute in a number of ways, such as observing classroom instruction and participating in focus group meetings, said Michael Johnson, senior vice president of workforce, education and literacy development at the Columbus Chamber. "Many even conducted tours of their companies and established internships," he said. Columbus Regional Medical Center was the first to offer an internship. Business Partners even guarantee that all graduates will get a job interview. For Pam Brown, that foot in the door made the difference. She had tried for years to get an interview at Blue Cross Blue Shield. Graduation from the SIA helped her exceed her goal. She got the coveted interview and two job offers — one from a mortgage banking company and the one she accepted from Blue Cross Blue Shield. "More than 90 percent of the graduates already have been either hired or promoted by area companies," said Cindy Hofstetter, who coordinates SIA services. "All the partners are pleased. They notice a marked difference in attitude and in the work ethic of SIA students versus other job applicants." Eighty-four students are enrolled in the 4-1/2-month-long program. Another 30 students attend classes four hours a day in an accelerated two-month-long version of the program geared to 1998 high school graduates. "We hit the bull's eye with this one," said Gaymon. "Some companies are running ads that say they want either an SIA graduate or someone with two years of experience. Other companies plan to tie graduation from the Service Industry Academy to internal promotion. Employers perceive this certification program as a very, very valuable commodity." After all, what's good for customers is good for business. Suzanne Robinson; Meri Robinson contributed to this story
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©1998 Georgia Department of Technical and Adult Education. All rights reserved.