For 86% of customers,

good customer service turns one-time clients into long-term brand champions. (Khoros)

This one day course is designed to help participants clarify their role as providers of AMAZING customer service.

The focus will be on utilizing effective interpersonal skills to anticipate and exceed customers’ expectations.

As participants progress through the day, they will have opportunities to practice various tools and techniques to address challenging situations and maximize the customer’s experience.

Learning Outcomes

Upon successful completion of this course, participants will be able to;

  • Articulate the difference between customer service and AMAZING customer service.

  • Utilize effective interpersonal skills to improve the service experience with internal and external customers.

  • Identify challenging customer service situations and how to handle them.

  • Practice effective customer skills needed to provide Amazing Customer Service.

Course Content

The Customer Service Role

  • Memorable customer experiences
  • Your internal/external customer – your deliverables
  • Principles of AMAZING customer service

Customer Service Skills

  • Effective communication and why it is so important to customer service
  • The ART of Customer Service (Acknowledge, Respond, Thank)
  • Powerful and probing questions
  • Projecting a professional image
  • Building connections with internal and external customers

Handling Challenging Situations

  • Identify your ‘hot buttons’
  • Barriers to providing AMAZING customer service
  • Examine challenging situations and how to respond to them
  • Internal and External Customer Complaints
  • Why and how customers complain
  • Turning complaints into opportunities

Practicing AMAZING customer service

Why I Took Creating Amazing Customer Service

Tracy Greenberg

Director of Learning & Development, FirstOntario Credit Union

Very interactive and engaging! The customer service program MCE designed really helped to differentiate between good Member Service and AMAZING Member Service.

Frances Parker

Assistant Manager at Sharp Bus Lines Limited

It was a well-organized program with a lot of great information.

Catherine Harris

Clerk, Town of Bracebridge

Love the handouts so that we can share them with our staff and use the information in our staff training.

Kathleen Mason

Administrator Coordinator

Excellent course, would recommend to others.

Interested in this Course?

Email us anytime at [email protected] for additional information. You can also watch this space for upcoming cohorts as they are released.

If you have multiple people interested in a course like this, click on the banner below to speak to one of our Business Development Officers for the next steps.