The story goes that Merced College business instructor Jonae Pistoresi started her award-winning Customer Service Academy when she called a dentist's office to schedule an emergency appointment for her son who was having a very painful toothache. The dentist's office reportedly told her the dentist could see him ­ in two weeks.

 

Pistoresi both laughs at and denies the story when it's repeated to her, but it is easy for her ­ and her students ­ to recount any number of similar examples of poor customer service that make her program such a vital one within the Merced Community College District. She says the real reason for starting the program five years ago came out of discussions the college had with local employees as part of its mission to help in the economic development of the county.

 

 

"They all said the same thing. They didn't care about skills or experience, because they can teach someone the job. What they wanted was someone with a positive attitude about the work," Pistoresi says.

 

The program was initially hosted by chambers of commerce in Merced and nearby Atwater, but had expanded to six chambers within six months. Instead of the regular classes taught on campus, Pistoresi uses the chamber headquarters to teach a series of ten "soft skill" workshops that focus on improving internal and external customer service. The classes are also being taught at several business sites as well.

 

"The beauty of the model is that even mom-and-pop businesses who can't afford to let their employees go to campus to take a class can send them over to the chamber for a class once a month or so," says Robert Vincelette, director of the Workplace Learning Resource Center.

 

In addition, the program has also enhanced the college's reputation in the community.

 

"For a lot of these people, this is the first college course they've taken," says Harry Gossett, dean of instruction for Merced College. "They end up enjoying the class and start thinking, 'If I can do this, maybe I can go to college."

 

Workers from local industry and small businesses either register on their own or are sent by their managers to take the courses, but even those who are "mandated" to attend end up enjoying the course, Pistoresi notes.

 

For $9 each, employees can take single half-credit courses in "Communicating with People," "Customer Service," Team Building," "Ethics and Values," Conflict Management" etc., or all of them for a certificate in customer service.

 

 

Employees and local employers can't seem to get enough of the courses, as a visit to an overflow class of 45 students on "Attitude in the Workplace" recently revealed. There, workers from such businesses as Food for Less, Curves, Foster Farms, Sonic Burger, county government and local nonprofits spent a fun-filled morning learning about what it takes to keep a positive attitude at work.

 

The morning-long course flew by as Pistoresi engaged students in small and large group activities, discussions, self-assessments along with a lecture. Students partnered up to participate in two-minute conversations on such topics as "The last time someone made my day was...." and "I have the most fun at work when..." The mood of the class was lively, even raucous as students recounted their personal experiences.

 

Later, Pistoresi showed the acclaimed "Fish" training video that focuses on Seattle's Pike's Place Fish Market where fun-seeking employees reveal four key secrets to customer    service ­ Play, Make their Day, Be There, and Choose Your Attitude. The video has an impact on Pistoresi's students who then discuss how attitude can affect their work and their influence on others.

 

After, a few students mentioned that they  recently changed their morning office routine by going out of their way to say hello to colleagues who had previously been unfriendly. As a result, there were some positive changes in the office environment. A woman who works in a chiropractic office reported that she goes out of the way to warmly greet patients in pain ­ a little action that shows the patients someone cares.

 

"My job is to help women take their mind off exercising. It's always more fun for them and for us when they are involved in their activities," said Sadie Fergerson, who works at Curves for Women.

 

Some students can't praise the program enough.

 

"This has been perfect for me," said Renee Price, who often sees unhappy "customers" in her work at the Merced County Superior Court Jury Office. "It has hit every aspect of what I do throughout my day and throughout my life."

 

 

A breast cancer survivor, Price knows the power of a positive attitude, and she shared that Pistoresi's courses have enhanced her abilities to react to people and situations. "It's definitely been a life-changing experience. All I can do is get better," Price said.

 

The program has been so successful it has received three different statewide awards and has been exported to 92 other California community   college campuses where Pistoresi has conducted "training for trainer" courses. The expansion of the course statewide has saved taxpayers $1.4 million since the other campuses didn't have to start their courses from scratch. For $150 a person, Pistoresi conducts a two-day training and provides an entire binder full of curriculum. She reported that some colleges are using the entire program while some are just offering a few key workshops.

 

With the success of the program, Pistoresi continues to come up with ideas for new projects. Right now on the front burner are plans for a program called "Thrive and Survive." The program will consist of nine hours of pre-employment training for people looking for work. For that, Pistoresi hopes to team up with the local rescue mission to outreach to homeless people.

 

As a testament to the power of bringing a positive attitude to the job, Pistoresi says, "I'm so happy doing this type of work. I really believe in it. People have told me it's changed their lives and that means a lot to me."

 

For more information on the Customer Service Academy, go to http://www.customerserviceacademy.org/.