Service Excellence and De-escalation

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Service Excellence and De-escalation

A full-day, dynamic and interactive Service Excellence workshop, with industry-recognized certifications.

By KEYS

When and where

Date and time

Location

Keys Job Centre 182 Sydenham Street Kingston, ON K7K 3M2 Canada

Map and directions

How to get there

About this event

  • 6 hours
  • Mobile eTicket

The new dynamic, interactive and engaging Service Excellence workshop encourages participants to go beyond basic customer service and empowers you to create memorable service experiences for your customers.

A $220 value. FREE to anyone registered with a KEYS Employment Advisor. Not registered with KEYS? Ask today!

There will be *lots* of breaks through the session!

Certifications provided.

WHO SHOULD ATTEND

Front-line employees, Supervisors, Managers, and basically anyone who wants to enhance their communication, conflict resolution, and customer/client service skills.

WHAT IS COVERED

Customer Experience

Explore service experiences from the perspective of the customer and delve into the many factors that affect your customer’s service needs and expectations.

Service Process

Practice the 5-step Service Process for providing consistent and exceptional customer service.

Communication

Review the importance of active listening and powerful questions as a key to better understanding your customers' needs and providing great customer service.

Emotional Intelligence

Explore how emotional intelligence (EQ) affects customer service interactions and how you can improve your personal EQ.

Service Recovery

Learn the 5-step service recovery process for dealing with emotional situations, including when to end a hostile interaction.

Service Behaviour Guidelines

Be empowered to go beyond the basics of service behaviour guidelines to deliver memorable and exceptional service experiences.

Own the Moment

Be empowered to create your own action plan for providing exceptional customer service.