Service Excellence:

OUTCOMES:

• Development and maintenance of stronger client relationships
• Improved listening skills
• Skills noted in the following course description:

Duration: One day

Designed for: Managers and Supervisors to front line staff

COURSE DESCRIPTION:

This program focuses on your personal strategy for success in providing customer service that creates customer satisfaction and loyalty. We'll identify who our customers are and gain insight into some of the behaviours and styles that impact our daily interactions with others. You'll be able to choose new skills that fit your personality to ensure positive people experiences at work.

The techniques learned in this session will motivate and encourage you to reconsider some of the ways in which you deal with others in the workplace. Whether the 'customer' is internal or external, face-to-face or over the phone, you will have the opportunity to discover the personal and professional benefits of providing "Service Excellence".

COURSE CONTENT:
You will . .
Learn techniques for ensuring positive interactions with customers
Discover effective communication techniques for phone and face-to-face interactions
Understand some of the basic facts about human behavior
Understand your impact on the customer relationship and taking ownership
Discover personal improvement opportunities with Service Excellence skills


COMMENTS FROM PARTICIPANTS

• Thanks Denise - Very worthwhile - The best!!
• Interesting course, I would recommend it to others
• Excellent instructor
• Enjoyable; time well spent!!!
• Best course I have had at BC Hydro
• You provided our staff with practical, valuable ideas that we will be able to apply to our work.