CELL Center


Wow! Delivering Exceptional Customer Service

November 08, 2021 - December 01, 2021

05:30 PM - 08:30 PM

Monday , Wednesday

Online Via Zoom

WOW! Delivering Exceptional Customer Service is a learning experience designed to teach the skills, attitudes, and behaviors required to deliver exceptional customer service. Designed for individuals who work in diverse sectors, WOW! Delivering Exceptional Customer Service in an action learning lab provides upskilling opportunities for entry-level to managerial customer service professionals. Topics covered include understanding why customer service matters in the public and private sectors, your role and impact on an organization's brand, customer service skills required when providing stellar customer service, understanding and responding to customer expectations, appropriate customer service communication, the service excellence pyramid, the service model, key ways to achieve excellent customer service. Learn how to turn customer complaints into opportunities as well as how to measure customer service in support of continuous improvement. 

Learning Outcomes: 

  • Understand and be able to apply the elements of stellar customer service
  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Know how to execute the HEARD customer serve complaint resolution model
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service

Fee: $325

Instructor: Dr. Anita Defoe 

To register for this course, please click this link.

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