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

What Our Clients Say

"I would recommend the training to anyone in customer service, it was eye opening and well constructed. Craig was an amazing instructor, he made the course interesting and exciting. I felt engaged the entire time and he allowed time for everyone to share their personal experiences without pressure. It was an open and honest day, and I left feeling heard and educated." - Katelyn Upshall, Personal Lines Account Manager, Wedgewood Insurance Limited | Spring 2023 Participant

"Great eyeopener to how different people are in regards to their personality and how to that affects your approach to customer service" - Spring 2023 Participant

"The training course was phenomenal, it really focused on all aspects of the subject 'Customer Service'" - Spring 2023 Participant

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 professional designation units (PDUs) toward the maintenance of any CPSA designation. 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

You may also be interested in

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.

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).