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Course Description

BUS 166 Building Great Customer Relationships

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

Applies Towards the Following Certificate(s)

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Type
Online
Dates
Jan 19, 2022 to Jan 25, 2022
Hours
7.0
Delivery Options
Course Fees
Fee Before GST non-credit $389.00
Reading List / Textbook

No textbook required.

Section Notes

This course uses Desire2Learn (D2L), an online learning management system. The instructor will post your course outline and other materials in D2L. For more information about D2L, please visit our Online Learning Resources.

Please note there are mandatory live sessions included in this course.

The live sessions will be held in real time as follows:

  1. Thursday January 20, 9:00AM to 12:00PM MT
  2. Friday January 21, 9:00AM to 12:00PM MT

To fully participate in the live sessions you will need to have access to a reliable headset with microphone.

Unless notified, all online courses are available at 9 am MT the day before the start date. Students who register on (or after) the start date will receive access within one day of registration.

Unless otherwise stated, notice of withdrawal or transfer from a course must be received at least seven calendar days prior to the start date of the course.

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