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CONTINUING EDUCATION COURSE000-000 - Delivering Exceptional Customer Service (ONLINE)

Credits Non Credit
To Apply, Contact: Thebacha Campus - Fort Smith
Registrar's Office
Toll Free: 1-866-266-4966
Phone: (867) 872-7500
Fax: (867) 872-4511
Yellowknife North Slave Campus - Yellowknife
Registrar's Office
Toll Free: 1-866-291-4866
Phone: (867) 920-3030
Fax: (867) 873-0333
Jessica Cox, Coordinator, Continuing Education, Thebacha Campus
Registrar's Office
Toll Free: 1-866-266-4966
Phone: (867) 872-7507
Fax: (867) 872-5024
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 Continuing Education
Course Contact
Instructor Heather Lyon, First Start Planning Ltd.
Start Date Jun 04, 2020 Start Time 9:00 AM
End Date Jun 05, 2020 End Time 4:00 PM
Cost $600.00
Delivery Location
Thebacha Campus - Fort Smith
Yellowknife North Slave Campus - Yellowknife
Karen Horn, Coordinator, Continuing Education, Yellowknife/North Slave Campus
Jessica Cox, Coordinator, Continuing Education, Thebacha Campus

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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