Alabama Power Foundation Grant Expands Customer Service Professionals Training at Lawson State

A recent $10,000 grant from the Alabama Power Foundation will help Lawson State prepare students for meaningful careers in customer service, a field where human-centered traits like warmth, empathy and critical thinking remain essential, even as technology reshapes the workplace.

"Some things always need the human perspective," said LSCC President Dr. Cynthia T. Anthony, who joined business and college leaders in developing the college's Customer Service Professionals curriculum more than a year ago. "Beyond talking about what our students needed to learn, we spent a day in a call center to understand what customer service professionals must know. It's so much more than picking up the phone."

Dr. Anthony added that "Today's professionals are adept at listening, parsing information on multiple computer screens and information management systems, understanding customers' needs, and navigating the latest technology."

And, they are doing this, "all while validating and verifying what customers are asking for," she said. "That means it is critical for us to properly educate these emerging professionals. The investment from the Alabama Power Foundation helps us to be better at what we do."

Preparing Customer Service Pros for a Changing Workplace

AI chatbots and platforms have changed how companies interact with customers. But the need for helping people feel heard and solving customers' problems has not.

That's where Lawson State's short-term Customer Service Professionals (CSP) program, one of the state's Skills for Success offerings focused on accelerated, industry-informed training, comes in.

"Human connection still matters," said Staci Brown Brooks, president of the Alabama Power Foundation. "AI can be wonderful but it is not a fit for every issue. Going forward, human interaction is going to be distinctive. Actual intelligence is increasingly a distinguishing factor."

Customer Service Training Builds Skills Technology Cannot Replace

Over an intense eight-week period, customer service training at Lawson State covers call center operations, business communication, sales, customer relationship management software, customer service best practices, and product promotion. They also get valuable hands-on training developed in partnership with Alabama Power, Blue Cross Blue Shield, Regions, and other companies.

"We hear good things about those who complete the program and are hired as customer service professionals," said Holly Adcock, Customer Service Center director for Alabama Power. "Employers tell us they are great and dependable from the first day they walk in the door."

Lawson State’s next series of customer service training courses are planned for 2027. For more details on enrollment, reach out to Lawson State’s Workforce Development Department at (205) 929-3485.