Available Delivery Methods
In-person workshop: 150 CAD (plus tax)
Online virtual classroom: 120 CAD (plus tax)
Online self-paced study: Available in Training Center
(Taxes are not applicable for clients outside of Canada)
Group Registration
A 10% discount is available for group registrations of more than 10 participants.
Course Duration
1 day
Course Description
Customer service is at the core of every role, whether you’re directly interacting with clients, supporting colleagues behind the scenes, or leading a business to serve both employees and customers. Regardless of your position, how you serve others impacts success and builds lasting relationships.
This Customer Service workshop explores strategies to elevate your service delivery across all customer interactions. Participants will gain valuable skills, from mastering in-person and phone communication to managing challenging situations with professionalism and fostering loyalty through exceptional experiences. Transform your approach to service and drive meaningful, lasting results.
Learning Objectives
- State what customer service means in relation to all your customers, both internal and external
- Recognize how your attitude affects customer service
- Identify your customers’ needs
- Use outstanding customer service to generate return business
- Build good will through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal with difficult customers
Course Outline
- Who We Are and What We Do
- Establishing Your Attitude
- Identifying and Addressing Customer Needs
- Generating Return Business
- In-Person Customer Service
- Providing Customer Service Over the Phone
- Providing Electronic Customer Service
- Dealing with Difficult Customers
- Understanding When to Escalate
- Module Eleven: Important Tips to WOW Customers Every Time
Note: The course outline is subject to change to reflect emerging practices and can be tailored to your organization’s specific needs.