Qualla-T and customer service

Through an innovative training program based on traditional Cherokee and Appalachian values, western North Carolina may soon be renowned for providing exceptional customer service to both visitors to the region and to local residents.

Qualla-T Customer Service Training program provides participants with basic customer service skills and is appropriate for all organizations and businesses from hospitality and tourism to health care to county government. The program focuses on assessing customer service skills and priorities, building and maintaining a positive visitor friendly business atmosphere, communicating effectively with customers and co-workers, handling complaints and managing stress.

This fast-paced and fun program is designed to help owners, managers, and employees provide the legendary service that brings customers back and puts a smile on the face of both customers and staff. Teamwork between owners/managers and employees and between departments in larger organizations is emphasized. The program for owners and managers is approximately two hours long and that for employees is approximately four hours long, although the program can be altered to meet the needs of individual organizations.

Qualla-T training has already proven successful. The program has been provided on the Qualla Boundary to over 300 staff people in various organizations from Cherokee Tribal Government to individual businesses participating in 33 separate courses.

"We're excited to see the response from participants and to hear their feedback concerning their improved relations with each other and with their customers," Bunny Johns, Qualla-T Program coordinator, said. "It's very much a win-win endeavor."

While Qualla-T began in Cherokee, the program has been expanded to include the seven western counties. Murphy Medical Center was the first organization to sign up for the program. "We first became interested in the Qualla-T program because it was a collaborative effort between the Cherokee Preservation Foundation, the area community colleges and the NC Cooperative Extension Service. We decided to use it because it focuses not only on how to treat patients and visitors with kindness and respect but also on how to be patient with each other in the workplace." Russ Paine, Human Resources Manager at Murphy Medical Center, said.

Qualla-T is provided by Southwestern, Haywood and Tri-County community colleges and the NC Cooperative Extension Service through a grant from the Cherokee Preservation Foundation. For more information and to schedule training, contact Johns at 488 8539 or by email at bunnyjohns@yahoo.com.

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