Outreach Trainer News Update
July 2021
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Customer Service Tips for Outreach Trainers |
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One of my first paid jobs was in retail at a chain that was well-known for quality customer service. Through the mandatory week-long customer service training I underwent, I discovered I had a knack and genuine appreciation for customer service. Always a good hostess, I wanted to treat others as if they were a guest in my own home, something that I continue to follow to this day. Several jobs and years later, I have picked up a handful of tricks in my “customer service bag” that can be used to dazzle a general audience, whether it be the CEO of a company or a new employee just starting out on the job.
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Ask Questions After the requisite “hello” and “how are you,” I have found that what the customer asks first is often not what their real question may be, especially if the ultimate question is embarrassing or unpleasant. For instance, we occasionally get calls from customers who are anxious to get into X class right away, as soon as possible, next week is too far from now! Upon asking a few questions, it may turn out that this customer is in a miserable job where they are not respected or possibly don’t feel safe, and they are trying to bolster their resume as quickly as they can to get out of that situation. While getting them enrolled in this course may be beneficial for them, we may be able to provide more immediate services to help them in the meantime. If there are safety violations happening at their workplace, we help connect them to their nearest OSHA area office. Perhaps we can refer them to a local career center (Bay Area Tri-Valley residents can be assisted at a career center just across the hall from us!) to assist them with finding job fairs or building up a resume.
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Remember the age-old adage of “Be kind, for everyone you meet is fighting a hard battle” I have kept this quote taped next to my computer screen for the last 10 years. It always reminds me to start from a place of kindness, especially if I answer the phone to an upset/distressed/downright angry customer. We can never be sure what someone has going on in their personal or professional life that led them to this stressful phone call. Coming from a place of kindness and willingness to help can quickly de-escalate an unpleasant situation. Also, you never want to burn bridges with someone who may be a great ally or connection in the future!
Suzanne Kohler provides support to our OSHA Outreach Trainers and processes 10-hour and 30-hour outreach reports. Look for more helpful customer service tips and tricks from Suzanne in our next Outreach Trainer News Update!
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Addie Interviews Outreach Trainer Chris Ayala |
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Check out our recent interview with Chris Ayala. It is part of our Success Stories series where we spotlight Outreach Trainers who are making a difference in safety! Visit our YouTube Channel to listen to other interviews.
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Addie Hosier is the OSHA Outreach Training Program Liaison for the OSHA Training Institute Education Center at Chabot-Las Positas Community College District. She has been conducting interviews with some of our OSHA Outreach Training Safety Superstars.
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Important Outreach Trainer Reminders |
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Outreach Trainer Cards
Has your trainer card expired, or will it expire soon? You can still teach OSHA 10-hour and 30-hour classes in your industry, and we will process your student course completion cards.
AFTER we resume normal operations, the 90-day grace period clock starts ticking. You will have 90 days to renew your Outreach Trainer status. Since we are getting closer to returning to normal operations, we strongly encourage you not to delay renewing your Outreach Trainer status.
If your card has expired or is about to expire, take your renewal class (see Outreach Trainer Update class schedule below). The demand for renewal classes could ramp up considerably going forward, so it's better to complete your renewal as soon as you can.
Teaching Virtual Classes?
Reminder: if you are offering classes virtually (via Zoom or another platform), you must request permission from your OSHA Training Institute Education Center. To request permission, email Addie at ahosier@clpccd.org.
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Outreach Trainer Update Class Schedule |
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Prerequisites: OSHA #500. A prerequisite form must be submitted and approved before registration. CLICK HERE for more details.
August 4-6, 2021
Virtual, Instructor-Led (Zoom)
September 22-24, 2021
In-Person | Pleasanton, CA
In-Person classes follow physical distancing and other safety guidelines.
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Participants in this 1-day course will learn about the most significant changes within Cal/OSHA that affect the construction industry. Cal/OSHA #5029 also updates OSHA #5109 Cal/OSHA Standards for Construction and continues the student’s authorization to teach both 10-Hr. and 30-Hr. Cal/OSHA Outreach Program.
Prerequisites: OSHA #5109 or #5029 within the previous four years. A prerequisite form must be submitted and approved before registration. CLICK HERE for more details.
August 13, 2021
Virtual, Instructor-Led (Zoom)
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This is a 3-day refresher course for those who have completed OSHA #501-Trainer Course for General Industry and who are authorized trainers in the OSHA Outreach Training Program. It provides updates on OSHA General Industry Standards, policies and regulations.
September 29-October 1, 2021
In-Person | Pleasanton, CA
In-Person classes follow physical distancing and other safety guidelines.
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OSHA numbered Virtual, Instructor-Led classes via Zoom offered by the OSHA Training Institute Education Center at Chabot-Las Positas Community College District are only available to participants located in California, Arizona, Nevada, Hawaii, Guam and American Samoa. |
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OSHA 10-Hour and 30-Hour General Industry and 10-Hour and 30-Hour Construction Industry Workbooks are now available for purchase. Visit our website for more details.
All OSHA Outreach Training workbooks can be ordered by emailing Jenifer Leigh at jleigh@clpccd.org or by calling (925) 416-5161. (Phone inquiries answered within 24 hours)
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The OSHA Training Institute Education Center Catalog features information on our training programs, including overviews and class descriptions, enrollment policies and course delivery options.
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All 10-hour and 30-hour reports must be submitted electronically. Trainers must register in the portal in order to submit reports. The registration process takes only a few minutes – be sure to have JPEG images or PDF scans of the front and back side of your trainer card ready to upload.
If you need assistance or have questions regarding your OSHA Outreach Training Report, please contact us at (866) 936-6742 or email otc@clpccd.org.
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WE'VE MOVED!
Don't forget to
update your records
NEW ADDRESS
5860 Owens Drive
3rd Floor
Pleasanton, CA 94588
Phone: 866-936-6742
Fax: 925-460-0133
E-Mail
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For additional information, contact us by email at otc@clpccd.org or phone 866-936-6742 (phone inquiries will be answered within 24 hours).
The recommendations in this newsletter are advisory in nature, informational in content, and intended to assist employers in providing a safe and healthful workplace.
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