About the Customer Service Academy™. . .
The Customer Service Academy is a training program offered by Making People Priority Consulting Group.
What is Making People Priority Consulting Group (MPP)?
MPP is a consulting firm whose mission is to “motivate, inspire, and lead others towards lives of divine excellence and service.” Our mission is accomplished by providing training / development resources in customer service, staff development and career / life planning. Our clients are corporate, government, and Faith-Based organizations. We provide training resources in (5) states across the country.
In 1997, MPP developed the Customer Service Academy™ to provide service training for Community Build Inc. (CBI) participants (CBI is a Los Angeles community job development agency).
The CSA is a competency -based program that combines customer service with extensive pre-employment preparation. Participants receive 20 hours of employment readiness, customer service, job-interviewing and values based job instruction. At the end of training, candidates interview with 3-5 hiring partners.
In 1998, we included faith based partner such as, Faithful Central Bible Church (FCBC). FCBC is a mega church with over 15,000 members. There was significant unemployment within the church youth/young adult population and the academy program met those needs.
Why is the program so successful?
It connects our daily attitudes to the workplace and combines faith-based values. It challenged students to make immediate visible changes in their service standards. Then, students actively incorporate the service values they learn by practicing new methods for changing attitudes and visual barriers to employment. Finally, they exercise what they learn immediately at the interview day, which occurs the same week they finish the five-day training sessions.
What about our track record?
Since 1997, the CSA has averaged 100% placement for each of the academy programs held for Community Build Inc. In one interview day for CBI, twenty-one (21) of twenty-one (21) candidates were hired in a single day by multiple employer partners. Those employers included Albertson’s, Kinko’s Copies, Warehouse Music, and others. Some employers even requested additional candidates and interview days. Past partners have been Albertson’s, Kinko’s Copies, Warehouse Music, Hot Dog on a Stick, KFC, Ross Dress for Less, El Pollo Loco, Costco and many others.
How does the Academy work?
The academy program is instructed over 5 days in the evening. Students are ages 16 – 24. Class times are usually 5:30-9:30 p.m. each night. Each night Students learn the following:
• The 7 Universal Laws of Success
• The Seven Instant Service Builders
• Job Interviewing Skills
• Presentation skills
• Completing A Perfect Application
On the Saturday following the training, students attend the interview day where 3 – 5 employers (who are invited by invitation only) interview and select those candidates they want to hire. Many employers hire on the spot. One employer, El Pollo Loco, hired every candidate that was not offered a job by other employers. They stated that even the “worst” CSA graduate was far superior to those individuals that came into their restaurants as walk-ins.
What makes our program unique?
We offer values based curriculum. Principles governing employment success are universal and unchanging. Once students realize this fact, it empowers them to use those laws to their advantage. In addition, our standards are high and tolerance for less than excellent behavior is ZERO. Students who reject the discipline of excellence are removed from the program immediately. As a result, our rate of hire for CBI and the city of Los Angeles was 100% for three consecutive years. Every candidate who finished the program was hired and most received multiple offers.
We reach at risk youth. These students are often over looked by employers because they lack the motivation, encouragement, and discipline required to obtain the entry-level positions they desire. The CSA training eliminates appearance, attitude, and self-esteem related barrier that prevent these candidates from making a good first impression. We give the foundation needed to make it past the first 90 days of employment.
We place candidates in multiples. Our employers often need numerous candidates in a variety of locations. The CSA reduces the time required to fill larger numbers of vacancies by bringing groups of qualified candidates together. Attendance at all sessions is MANDATORY. This insures that all candidates receive the same level of training.
We offer optional follow-up training to employers and other partners. The concepts for the CSA were developed in the business world from the employers’ perspective. This enables us to offer the same training to our corporate partners who gladly take advantage of the service training.
How are we funded?
Funding comes from three sources. First, Academy students are required to pay a materials fee of $30 dollars to cover the cost of the workbook, handouts, nametags and their certificates. Our experience has shown that when people pay nothing, they do not value the program and thus, lack the commitment to start and finish.
Next, Educational Centers, Non-Profit Organizations and Churches provide facilities, travel and lodging costs for the facilitator. In 2005, we developed a train the trainer curriculum which is available for organizations who want on-going training for their constituents.
Starting in March, we are asking employers to assign a dollar value to the program determined by the level of benefit to their corporation. And then offer financial support in the amount of their choosing. Some employers compare the cost of an academy to that of a large trade show. This simple means of employer support is vital to the CSA. The program cannot continue unless employers communicate its value to their organizations with financial support.
Currently, there is no predetermined cost to employers. Our goal is to allow the CSA program to prove itself. We want employers to use and support our services not because they are doing the academy or the church a favor, but because we are the best possible solution to the hiring challenges they face.
Summary
Thank you for this opportunity to share information about our program. We realize that the CSA is a unique program. Its design is unlike anything you have ever seen. It produces results. It is cost effective. It is a triple win for everyone students, organizations, and employers alike. It can change the way you hire forever!
For those of you, who are new to the Customer Service Academy™, welcome! You are in for an incredible experience! Please consider this as your formal invitation to attend the next CSA interview day.
EMPLOYER PARTNER INFORMATION
IF YOU ARE AN EMPLOYER IN THE HATTIESBURG, MISSISSIPPI AREA AND WOULD LIKE TO ATTEND THE NEXT INTERVIEW DAY SCHEDULED FOR MARCH 27, 2010, BELOW IS ALL THE INFORMATION YOU NEED!
Here are details regarding the program, as well as all the information you need to make a decision about your participation at our interview day on Saturday, March 27, 2010, from 10:00 a.m. -3:00 p.m. We appreciate the opportunity to share information regarding Making People Priority Consulting Group’s (MPP) Customer Service Academy™ (CSA).
Over the past years, we have launched academy programs in California and Maryland and are expanding to Hattiesburg, MS and Columbia, SC in 2010.
Imagine interviewing dozens of candidates who have all received 20-hours of service training at no cost to you.
The next CSA interview day has been scheduled for
Saturday March 27, 2010 10:00 a.m. – 3:00 p.m.
At Antonelli College in Hattiesburg, MS
We request that each company bring two – four (2-4) interviewers. This saves you valuable time and can significantly expedite the hiring process. Please bring DECISION MAKERS ONLY. Keep in mind that students will be interviewing with other companies. Thus, a long drawn out hiring process will not serve you well. These students are well trained and in demand.
They will have multiple choices.
Please note that there are only 10 introductory open spaces in the Employer Interviewing schedule this in March. We request that you confirm your RSVP as soon as possible but no later than February 20, 2010. We request no cancellations after your confirmation. Any organization, whose representatives do not show, will be removed from our employer list. That’s about it! Thank you again for your interest. I look forward to hearing from you soon.
If you have any additional questions please call us at 601.329.1650!
We look forward to hearing from you soon...
Until then,
We'll be Making People Priority!
Stella Payton Lockhart
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