COMING SOON

Customer Service Excellence – Defining Your Competitive Edge

You have just dealt with a customer who started the conversation by telling you everything that is wrong, and as he continued to share his story, his agitation grew more and more until he was clearly angry – at you and the situation. You dealt with it – sort of, and now you sigh and breathe again and think, ‘there’s got to be a better way’. There is, and it begins with defining your competitive edge in customer service.

How you’ll benefit

In this session, you will learn about various aspects of customer interactions, including understanding customer needs vs wants, interpersonal communication and managing negative communication through conflict resolution techniques. The learning aims to equip customer facing staff with the tools and competencies necessary to deliver exceptional support and satisfaction, ultimately leading to a better customer experience.

What you will learn

By completing this session you’ll:

• Identify what customer service is and isn’t;
• Examine what customers really want;
• Explore your communication style to have a better understanding of how you may be received by others;
• Define and apply de-escalation strategies to defuse angry customers;
• Develop a plan to keep your anger and frustration in check when faced with challenges customers;
• Develop strategies to change your mindset from telling to understanding through questions; and
• Explore and develop customer service strategies for telephone, digital and onsite communications with customers.

What’s Our Approach

This program is delivered in a virtual format through Microsoft Teams and delivered in two three-hour sessions.

We use interactive approaches geared to your learning style, plus lots of discussion and learning from each other.  The result is a learning environment that is fun and has immediate transfer to the work environment.

Course Details 

Virtual Classroom

COMING WINTER 2025

$ 370 plus HST

Facilitator: Caroline Monsell

Prerequisite: NONE

For Questions?

Contact Krista McConnell at kmcconnell@loyalistcollege.com or 613-969-1913 Ext 2467