Learn how to develop customer service competencies that truly surpass your customer's expectations and give you the edge you need to be a successful business.

Each and every one of us serves clients, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.

This course will examine all types of customers and evaluate how you can serve them better and improve your organization in the process. Participants will be provided the fundamental skill-sets to conduct in-person and over the phone techniques, deal with difficult customers, and generate repeat business.

Key Learning Outcomes

• Who We Are and What We Do in Customer Service
• Establishing Your Attitude
• Identifying and Addressing Customer Needs
• In-Person Customer Service
• Giving Client Service over the Phone
• Providing Electronic Customer Service
• Recovering Difficult Customers
• Understanding When to Escalate
• How to WOW Customers Every Time

Who Should Attend

Managers, team leaders, frontline supervisors, customer service directors or anyone responsible for protecting your brand or customer service leadership who wants to improve the quality of service and ensure customer satisfaction.

Course Endorsements and Partnerships

This course is accredited by the CPSA Institute as providing 7 hours of pre-requisite education toward the Certified Sales Associate designation, the first level of the Graduated Certification Framework. Learn more about the CPSA Institute professional designations here.

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.

Continuing Education Contact Hours: 7

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Who Should Attend

Managers, team leaders, frontline supervisors, customer service directors or anyone responsible for protecting your brand or customer service leadership who wants to improve the quality of service and ensure customer satisfaction.