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CONTINUING EDUCATION COURSE000-000 - Delivering Exceptional Customer Service - Online Workshop

Credits Non Credit
To Apply, Contact: Yellowknife North Slave Campus - Yellowknife
Registrar's Office
Toll Free: 1-866-291-4866
Phone: (867) 920-3030
Fax: (867) 873-0333
Karen Horn, Coordinator, Continuing Education, Yellowknife/North Slave Campus
Registrar's Office
Toll Free: 1-866-291-4866
Phone: (867) 920-8802
Fax: (867) 873-0333
Hours 12
Delivery Method Distance
Course Contact
Instructor Heather Lyon
Start Date Jan 21, 2020 Start Time 9:00 a.m.
End Date Jan 22, 2020 End Time 4:00 p.m.
Cost $600.00
Delivery Location
Yellowknife North Slave Campus - Yellowknife
Karen Horn, Coordinator, Continuing Education, Yellowknife/North Slave Campus

Delivering Exceptional Customer Service - Online
This workshop is 2 days - January 21 & 22, 2020 from 9:00 a.m. - 4:00 p.m.

Course Overview

Customers today have high expectations. They are more demanding and less patient. Providing a positive, productive and proactive response is the key to exceptional customer service. Service skills always require updating, careful analysis, review and practice. This course examines the key to exceptional customer service by emphasizing the importance of first impressions, a positive service image and a customer focused approach.

Objectives:

  • Develop a positive approach to dealing with customers
  • Use responsive customer service skills
  • Help customers to understand changes in service
  • Keep your customer satisfied when explaining complex policies
  • Respond to demands for service with the best use of resources

Course Outline

Why is great service important?

  • How does it impact our customers?
  • How does it impact our business/organization?
  • How does it impact us personally?

How can we deliver exceptional service?

  • An attitude adjustment
  • Know your ‘product’
  • Know your customers

First Impressions

  • Why is this so important?
  • Face to face
  • Over the telephone
  • Business image

Building Relationships

  • Value Exchange
  • Recognition
  • Building Trust


Customer Communication

  • Learning to Listen
  • A different point of view
  • Personality Differences
  • Mirroring

Keeping the Customer Satisfied

  • Dealing with change
  • Oops, we made a mistake!
  • An attitude of gratitude

Managing Time & Resources

  • Multi-tasking
  • Time Bandits
  • Improving efficiency

Developing a Customer Service Plan

  • Belief Statements
  • Service Agreements
  • Accountability/Reporting Loop
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