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SUMMARY:Delivering Exceptional Customer Service
DESCRIPTION:Course Overview\n\n\n\nCustomers 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. \n\n\n\nObjectives:\n\n\n\n\nDevelop a positive approach to dealing with customers\n\n\n\nUse responsive customer service skills\n\n\n\nHelp customers to understand changes in service\n\n\n\nKeep your customer satisfied when explaining complex policies\n\n\n\nRespond to demands for service with the best use of resources\n\n\n\n\nCourse Outline\n\n\n\nWhy is great service important? \n\n\n\n\nHow does it impact our customers?\n\n\n\nHow does it impact our business/organization?\n\n\n\nHow does it impact us personally?\n\n\n\n\nHow can we deliver exceptional service? \n\n\n\n\nAn attitude adjustment\n\n\n\nKnow your ‘product’\n\n\n\nKnow your customers\n\n\n\n\nFirst Impressions \n\n\n\n\nWhy is this so important?\n\n\n\nFace to face\n\n\n\nOver the telephone\n\n\n\nBusiness image\n\n\n\n\nBuilding Relationships \n\n\n\n\nValue Exchange\n\n\n\nRecognition\n\n\n\nBuilding Trust\n\n\n\n\nCustomer Communication \n\n\n\n\nLearning to Listen\n\n\n\nA different point of view\n\n\n\nPersonality Differences\n\n\n\nMirroring\n\n\n\n\nKeeping the Customer Satisfied \n\n\n\n\nDealing with change\n\n\n\nOops\, we made a mistake!\n\n\n\nAn attitude of gratitude\n\n\n\n\nManaging Time & Resources \n\n\n\n\nMulti-tasking\n\n\n\nTime Bandits\n\n\n\nImproving efficiency\n\n\n\n\nDeveloping a Customer Service Plan \n\n\n\n\nBelief Statements\n\n\n\nService Agreements\n\n\n\nAccountability/Reporting Loop\n\n\n\n\nDates: April 20 & 21\, 2026Times: 9:00 a.m. – 4:00 p.m.Location: OnlineInstructor: Heather LyonCost: $500.00
URL:https://www.auroracollege.nt.ca/event/delivering-exceptional-customer-service/
CATEGORIES:Continuing Education Aurora Campus, Inuvik,Continuing Education Thebacha Campus, Fort Smith,Continuing Education Yellowknife North Slave Campus,Continuing Education, Online
ORGANIZER;CN="Karen Horn":MAILTO:KHorn@auroracollege.ca
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