Course Description

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:
All times are on Mountain Time Zone (Canada)
You will need:
• Access to the internet (preferably high speed)
• A device (laptop/desktop computer)
• 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.
• 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)
.