Impact Speaking

Delivering Exceptional Customer Service

Duration: 3 hour virtual session
Skill Level: Introduction
Providing exceptional service to both internal and external clients is the foundation of success for organizations and government departments alike. Service providers will benefit from focusing on the attitudes and behaviours required to provide outcome-based, customer-focused client service. In this session, you will identify the characteristics of exceptional service. You will apply strategies to improve communication and problem-solving skills for relevant examples, case studies, and exercises that reflect the challenges of providing excellent customer service to both internal and external clients.
  • Expected Outcomes

  • Apply communication and problem solving-skills to effectively manage day to day client communications
  • Determine when to refer a client to a supervisor and how to do this effectively.
  • Deal with angry or complaining clients without becoming defensive
  • Become comfortable saying no to clients when appropriate
  • Learn not to take difficult interactions with clients personally
  • Improve abilities to deal with difficult situations both in person and on the phone