Build the confidence and skills to turn every customer interaction into an opportunity to exceed expectations and strengthen loyalty.

The customer service landscape is evolving faster than ever, with trends such as proactive support, omni-channel communication, and AI automation transforming the way organizations connect with their customers. Yet, the ability to build trust, demonstrate composure, and respond with empathy remains an irreplaceable human skill.

In this course, you will complete the Customer Service Aptitude Profile™, a powerful assessment tool that highlights your customer service strengths and areas for growth. You will explore customer behaviour through the lens of behavioral psychology to better understand expectations and develop strategies for handling a variety of customer types—including the most challenging ones. Through practical learning and discussion, you will develop actionable strategies to elevate your service delivery, strengthen customer loyalty, and enhance your organization’s reputation.

Key Learning Outcomes

• Identify seven key competency areas of exceptional customer service
• Discuss developmental strategies to enhance your delivery
• Identify four behavioral types of customers
• Discuss how to align your skills to meet varying customer expectations
• Discuss the five expectations of exceptional customer service
• Identify key strategies to manage difficult customers
• Identify a customer service development plan relevant to your business

Course Duration: 1 day | Continuing Education Contact Hours: 7

This course is designed for professionals who interact directly with customers, including frontline staff, sales representatives, and service team members. It is also valuable for supervisors and managers who lead customer service teams, as well as those working in customer-focused industries such as hospitality, healthcare, retail, and beyond. Whether you are new to customer service or looking to refine your skills, this course will help you strengthen your ability to build trust, manage challenges, and deliver exceptional service experiences.

Course Endorsements and Partnerships

This course qualifies as credits toward the International Association of Business Communicators' (IABC) professional certifications.

When applying to sit for either the exam for Communications Management Professional (CMP)(R) or Strategic Communication Management Professional (SCMP)(R) or to apply for recertification, Gardiner Centre courses can be an integral part of your application package.

To learn more about this global standard certification, visit: gcccouncil.org. To inquire about sitting for a certification exam, contact the local IABC NL chapter at iabcnl@gmail.com, or visit: iabcnl.com.

Instructor(s)

Craig Matthews

Craig has been the owner of NewView Consulting for the past sixteen years and brings over thirty years of diverse management and leadership development experience from the healthcare, adult education, biotechnology and airline sectors. He has had a long-standing relationship with Memorial University for the past fifteen years, beginning in the    former Division of LifeLong Learning to his current appointment as an Instructor with the Gardiner Centre. 

Craig’s driving purpose in life, and the mission of NewView Consulting, is to “help individuals and organizations get from where they are to where they want to be.”  Backed by his certifications in the EQi2.0 Emotional Intelligence assessment and the Rhodes’ Thinking Styles assessment, Effective IntelligenceTM, Craig takes a ‘whole brain’ cognitive and emotional intelligence approach to support leaders in achieving their desired outcomes. 

Craig holds a B.Sc (Agr), University of Guelph; a Certificate in Technical and Vocational Education and a Certificate in Leadership Studies, from Memorial University. In 2007, he was honored to be selected by famed author and international leadership expert, Robin Sharma, to be an advisor and Certified Coach for the world-class, Lead Without Title workshop program available from Robin Sharma International (www.robinsharma.com).