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BUS 166 Building Great Customer Relationships

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Course Description

Customer service staff play a critical role in building long-lasting relationships with customers. Whether it is face-to-face, on the phone, or via email; and whether it is with internal or external customers, every interaction can make or break that relationship. Having a great product or service is no longer enough. Today's customers expect outstanding service, and providing outstanding service can give your business a competitive edge. In this highly interactive one-day seminar, you will focus on many important aspects of customer service, and will have the opportunity to practise and refine skills through case studies, role play scenarios, and other experiential activities.

Topics

  • Defining who and what a customer is
  • Internal and external customers
  • Understanding what is important to today's customers
  • Identifying personal biases and assumptions that can influence customer interactions
  • Methods for proactively managing stress
  • Diffusing emotionally-charged situations and the importance of voice tone, word choice and body language
  • Communication styles
  • Communication techniques, including active listening, paraphrasing and mirroring
  • Techniques for listening to customers, and ways to uncover hidden or unspoken needs
  • How to exceed your customers' expectations and build loyalty

 

Certificate for Emerging Leaders topic area: Building Relationships


Applies Towards the Following Certificate(s)




Sections

  BUS 166 - 015 Building Great Customer Relationships  
  Winter 2017   Status:  Available
 
Class:   Thu 8:30AM - 4:30PM
23 Feb 2017
Number of Sessions: 1 Sessions
Hours: 7.0
Course Fees:   Fee Before GST non-credit    $375.00
Potential Price Adjustments:
 
Campus: Downtown
Delivery Options:  Class
Instructor(s): Dasa Chadwick, MA, CHRP, Nicole Tsui, BA, CHRP
  Section Notes:  A $25 fee applies for course withdrawals and transfers.  
 


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