Critical Aspects of Effective Customer Service

Duration 1 day

Learning Objectives
• To identify who is the customer (internal/external) and their role
• The role of the customer service provider
• The importance of establishing a holistic positive attitude
• How to hear and meet the needs of the customer
• How to provide customer service via different mediums (i.e. in person, over the phone, electronically)
• How to recover difficult, dissatisfied, and angry customers
• He-escalation techniques
• How to use appropriate language along with sound conversation skills (i.e. pace, pitch, tempo)

Course Benefits
• A better understanding of their customer
• Strategies and ways to wow their customer
• An appreciation of why first impressions count
• An awareness of they manage conversations with customers

Target Audience
New and/or current front line staff and management would benefit from this course

Contact Information
Timmins Campus
Tel: 705-235-3211 ext. 2270
training@northern.on.ca