Delivering Exceptional Customer Service
2026-04-20 09:00 - 2026-04-21 16:00 (America/Inuvik)
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

Dates: April 20 & 21, 2026Times: 9:00 a.m. – 4:00 p.m.Location: OnlineInstructor: Heather LyonCost: $500.00

Robert's Rules of Order - Online
2026-04-23 09:00 - 16:00
Have you ever played a team sport where only a few of the players knew the rules? The same types of challenges can occur in your meetings if your group does not understand how to properly “play the game”. In this one-day online session, you will learn the basics of Robert’s Rules of Order, the foremost manual on parliamentary procedures that is used by most organizations with boards of directors. By following these rules and other tips included in this session, you can ensure your meetings will be fair, efficient, democratic and orderly.

What are Roberts Rules of Order?o History of the booko What are the principles behind these rules?

Motionso What is a motion?o Types of motions and their purposeso Presenting a motiono Seconding a motiono Debating a motiono Amending a motiono Withdrawing a motiono Voting on a motion

Requesting Points of Somethingo What is a ‘Point’?o Types of points and their purposes

Tips for chairpersons of a meetingo Know and teach your group the rules of ordero Set meeting times and dates that worko Notify and confirm attendanceo Prepare and distribute an agenda in advanceo Request reports in advanceo Start & finish on timeo Stick to the agendao Assign time limits for reports/debateso Ensure action items are clear and assignedo Do an Action Item Review each meetingo Dealing with “hot topics”o Make every decision unanimous

Date: April 23, 2026Time: 9:00 – 4:00 p.m.Cost: $350.00Instructor: Heather Lyon
