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AA001 - Delivering Exceptional Customer Service

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Location

Available Anywhere

Times

9:00 AM-4:00 PM Thursday - Nov 09, 2017 - LIVE ONLINE; (Mountain Time Zone)

Delivery Method

NLC Live Online

Fee

Total: $245.00
Tuition: $245.00

Instructors

Heather Lyon

About the Facilitator: Heather Lyon. Heather is the owner and operator of First Start Planning Ltd., and is a Certified Professional Bookkeeper. Based in Rocky Mountain House, AB, she has provided training and business services to her clients throughout Western Canada for over 20 years. Heather delivers a variety of workshops and presentations to organizations and through colleges in Alberta and the Northwest Territories, both face to face and online. Heather's students consistently describe her as knowledgeable, practical and enthusiastic in delivering the many topics she teaches.

Available Anywhere: Nov 09, 2017 - Nov 09, 2017

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.

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

This course can be used for credit towards the Essential Skills for Administrative Professionals Certificate Program.

Important information about this course:
Please note: If you are registered for the recording only, see the bottom of this list for the requirements.
All times are on Mountain Time Zone (Canada)
You will need:
 Access to the internet (preferably high speed)
 A device (laptop/desktop computer or a tablet)
 Speakers and a microphone (preferably a headset. If you do not have a microphone you are still able to participate and use the chat feature to send questions & comments. (Except for MMP - microphone is required).
 Test your system 24 hours ahead of time (make sure you can log on using the link that will be emailed to you and do an audio check while online)
Recording only Requirements: access to the internet, a device, speakers. As per the the follow-up email you will receive, you will have access to the recording at any time until the stated expiry date.

Private Training - A Continuing Education & Corporate Training Specialty

Training on Your Terms, Your Schedule. We can offer any course to your workplace or community. Phone 780.849.8623 and talk to a Liaison about your training needs or email: work@northernlakescollege.ca.

Pre-requisites

No Pre-requisites

Withdrawals and Refunds

Your registration will be fully refunded when notice of withdrawal is given seven (7) days before the course start date. When notification is received less than seven (7) days before the course start date, an invoice will be issued for full payment of the course. When you are unable to attend your course, you may arrange for someone to take your place by Contacting Continuing Education & Corporate Training at work@northernlakescollege.ca or 780-849-8623.

Cancellation

Northern Lakes College reserves the right to re-schedule or cancel a course that lacks sufficient registrations to provide a satisfactory learning atmosphere. In this event your registration fee will be refunded in full or applied to the re-scheduled course.

Fee payment

Fees are due at the time of registration. Northern Lakes College accepts cash, cheque, money order, debit, VISA, MasterCard, American Express. Invoicing to a company requires a Purchase Order (PO).

NLC LIVE Online

This course is delivered LIVE Online using Blackboard Collaborate. To learn more about Blackboard Collaborate and to experience using Blackboard Collaborate check out this guide:
https://www.northernlakescollege.ca/Documents/Collaborate-Guide-for-Students-at-NLC.pdf

What you need:
• High speed internet
• Computer, laptop, tablet
• Speakers & microphone, preferably a headset. If you don't have a microphone you can still use the chat function to ask questions/make comments.
More information about NLC LIVE Online:
• All NLC LIVE Online Courses are on Mountain Time Zone (Canada).
• Most courses are recorded and the recordings are made available to participants after the course
• Course attendance verification or course certification is only granted for those who participate as individuals LIVE Online. If you take a course with a group OR you miss the class and view the recording, attendance verification and/or certification will not be granted (MMP modules are an exception for recordings, contact Continuing Education & Corporate Training for more information.)