Customer Service and Relations instructor Laura Loy. Courtesy photo

UNM-LA News:

According to an American Express survey, 78 percent of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.

In today’s competitive business climate, you can’t afford to lose business because of poor customer service. Learn what it takes to provide and maintain quality customer service through UNM-LA’s upcoming Customer Service class.

The class is 10-11:30 a.m. every Tuesday, March 17 through May 5. Local businesswoman and UNM-LA instructor Laura Loy will teach the course.

Loy says, “Customer service is a phrase we use regularly, but how often do we think about what actually goes into providing excellent customer service? Customer service is not just limited to retail or face-to-face businesses. Most people serve customers in their jobs, whether they are external or internal, over the phone, in person, or in written communication.”

“At the conclusion of this class, students will be able to recognize who their internal and external customers are, analyze how different personality styles impact customer service and relations, effectively communicate with customers, provide excellent service in a variety of environments, and understand helpful techniques for dealing with difficult customers,” Loy explained.

Loy has worked in business development and marketing for 15 years. She has experience working for both large and small organizations, for-profit and non-profit, and in both business-to-business and business-to-consumer environments.

In addition to teaching in the Business department at UNM-LA, Loy is also in charge of marketing and communications for the Pajarito Environmental Education Center (PEEC), and she is a local business owner. Loy’s approach to teaching is focused on real-world examples based on her own experience, and providing students with knowledge and skills they can apply to their own lives.

The course can be taken through UNM-LA’s Community Education program. The cost is only $125 for the 10-session course. To register for the class or for more information, visit http://losalamos.unm.edu/community-education, call Eileen Gallegos at 505.662.0346 or email her at commed@unm.edu. For specific questions about the class, email the instructor at lloy@unm.edu.