Essentials of Effective Customer Service

Workshop Topics include:

Clarifying the reasons difficult situations arise for your customers.....
Recognize the value to your company in resolving them!

Learning the four-step problem resolutions process
Identifying four clear steps in cooperative problem-solving

Identifying techniques to use in the five most common difficult situations with customers
Ensure that customers are treated with respect and their issues resolved in a business-like manner, regardless of the behaviour at that moment

Recognizing great listening and responding skills
Learn to interpret and respond appropriately

Staying "unhooked"
Remain in control of your own emotions in any difficult situation while creating amazing customer service

Enhancing the verbal component of your communication with customers
Understand your tone, tempo, volume and articulation all convey your willingness to provide assistance

Fees: $399.00 (Plus applicable Taxes)

  • Workshop sign in starts at 8:30 AM. The workshop starts at 9:00 AM and runs until 4:30 PM with an hour break for lunch.  Coffee, tea, and pastries are available in the morning however you are on your own for lunch. 
  • Though we try to ensure that parking is reasonable for workshop and conference attendees there are times when you will need to pay for parking.  If you have parking questions please call the hotel where the workshop/conference is being held.
  • Applicable taxes (GST or HST) are not included in course fees.
  • Register 3 or more participants at the same time and receive discounted rates for each registration.  Please note that this discount does not apply to conferences.
  • Substitutions can be made at any time.  Please let us know prior to the workshop.
  • A 10% discount applies for all previous attendees.  Please note that this discount does not apply to conferences.
  • Workshop fees are to be paid in full at least 5 business days prior to the workshop.
  • Workshop fees include a course manual and a certificate of completion.
  • Refunds will be issued for cancellations received 5 business days prior to the workshop date.  Cancellations after cut-off date will receive a credit note for future workshop or conference.

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