This course is approved for 3HR CE Credits for AB, BC, SK and MB. RIBO approved for 3 Professional Development Hours.
By the time you’ve completed this course you’ll be equipped to:
Recognize the principles and importance of developing a customer-centric mindset.
Explain the significance of utilizing positive communication techniques to build trust and rapport with customers.
Apply appropriate language and techniques to effectively manage customer expectations in various scenarios.
Evaluate and distinguish between empathy and active listening behaviors and their impact on customer interactions.
Construct strategies for problem-solving, decision-making, and conflict resolution tailored to specific customer service situations.
Assess and critique one's own time management techniques and productivity levels in a customer service context, identifying areas for improvement.
Course Introduction
Course Objectives
Course Resources
Introduction – The importance of customer service today
Customer service is everyone's job
Reflection Exercise – How does your role impact your customers, team and organization?
Finding your intrinsic motivation
Reflection Exercise – Connect your work to your personal values
Chapter 2 Quiz
Introduction – The importance of positive communication in customer service
Personalizing your interactions with customers
Practice Exercise – Personalization strategies
Using positive tone and language
Practice Exercise – Use customer-centric language
Language that triggers negative emotions
Practice Exercise – Transform negative statements into positive ones
Avoid accusatory "you" statements
Practice Exercise – Build constructive and empathetic statements
Using the right tone
Mirroring customer language
Practice Exercise – Practice mirroring language and positive tone
Chapter 3 Quiz
Introduction – The science behind customer expectations
Managing expectations proactively
Practice Exercise – Addressing customer complaints
Language for setting clear expectations
Practice Exercise – Using clear and specific language
Avoid "absolute" terms
Practice Exercise – Use balanced language
Use language that's easy to understand
Practice Exercise – Avoid jargon and simplify technical terms
Under-promise and over-deliver
Practice Exercise – Managing customer expectations
Chapter 4 Quiz
Introduction – The importance of active listening
How to be an active listener
Instructions for Self-Assessment – Active Listening Skills
Self-Assessment – Active Listening Skills
Validating customer emotions
Practice Exercise – Empathy
Asking great questions to clarify information
Practice Exercise – Asking the right questions
Paraphrasing and summarizing to confirm understanding
Practice Exercise – Paraphrase to demonstrate active listening
Chapter 5 Quiz
Introduction – Becoming an effective problem-solver
Root cause analysis
Practice Exercise – Use root cause analysis
Brainstorming using mind mapping
Practice Exercise – Create a mind map
SWOT analysis
Practice Exercise – SWOT Analysis
Chapter 6 Quiz
