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SUMMARY:Delivering Exceptional Customer Service
DESCRIPTION:Course Overview\n\n\n\nCustomers today have high expectations. They are more demanding and less patient. Providing a positive\, productive and proactive response is the key to exceptional customer service. Service skills always require updating\, careful analysis\, review and practice. This course examines the key to exceptional customer service by emphasizing the importance of first impressions\, a positive service image and a customer focused approach. \n\n\n\nObjectives:\n\n\n\n\nDevelop a positive approach to dealing with customers\n\n\n\nUse responsive customer service skills\n\n\n\nHelp customers to understand changes in service\n\n\n\nKeep your customer satisfied when explaining complex policies\n\n\n\nRespond to demands for service with the best use of resources\n\n\n\n\nCourse Outline\n\n\n\nWhy is great service important? \n\n\n\n\nHow does it impact our customers?\n\n\n\nHow does it impact our business/organization?\n\n\n\nHow does it impact us personally?\n\n\n\n\nHow can we deliver exceptional service? \n\n\n\n\nAn attitude adjustment\n\n\n\nKnow your ‘product’\n\n\n\nKnow your customers\n\n\n\n\nFirst Impressions \n\n\n\n\nWhy is this so important?\n\n\n\nFace to face\n\n\n\nOver the telephone\n\n\n\nBusiness image\n\n\n\n\nBuilding Relationships \n\n\n\n\nValue Exchange\n\n\n\nRecognition\n\n\n\nBuilding Trust\n\n\n\n\nCustomer Communication \n\n\n\n\nLearning to Listen\n\n\n\nA different point of view\n\n\n\nPersonality Differences\n\n\n\nMirroring\n\n\n\n\nKeeping the Customer Satisfied \n\n\n\n\nDealing with change\n\n\n\nOops\, we made a mistake!\n\n\n\nAn attitude of gratitude\n\n\n\n\nManaging Time & Resources \n\n\n\n\nMulti-tasking\n\n\n\nTime Bandits\n\n\n\nImproving efficiency\n\n\n\n\nDeveloping a Customer Service Plan \n\n\n\n\nBelief Statements\n\n\n\nService Agreements\n\n\n\nAccountability/Reporting Loop\n\n\n\n\nDates: April 20 & 21\, 2026Times: 9:00 a.m. – 4:00 p.m.Location: OnlineInstructor: Heather LyonCost: $500.00
URL:https://www2.auroracollege.nt.ca/event/delivering-exceptional-customer-service/
CATEGORIES:Continuing Education Aurora Campus, Inuvik,Continuing Education Thebacha Campus, Fort Smith,Continuing Education Yellowknife North Slave Campus,Continuing Education, Online
ORGANIZER;CN="Karen Horn":MAILTO:KHorn@auroracollege.ca
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DTSTART;TZID=America/Inuvik:20260423T090000
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SUMMARY:Robert's Rules of Order - Online
DESCRIPTION:Have you ever played a team sport where only a few of the players knew the rules? The same types of challenges can occur in your meetings if your group does not understand how to properly “play the game”. In this one-day online session\, you will learn the basics of Robert’s Rules of Order\, the foremost manual on parliamentary procedures that is used by most organizations with boards of directors. By following these rules and other tips included in this session\, you can ensure your meetings will be fair\, efficient\, democratic and orderly. \n\n\n\n\nWhat are Roberts Rules of Order?o History of the booko What are the principles behind these rules?\n\n\n\nMotionso What is a motion?o Types of motions and their purposeso Presenting a motiono Seconding a motiono Debating a motiono Amending a motiono Withdrawing a motiono Voting on a motion\n\n\n\nRequesting Points of Somethingo What is a ‘Point’?o Types of points and their purposes\n\n\n\nTips for chairpersons of a meetingo Know and teach your group the rules of ordero Set meeting times and dates that worko Notify and confirm attendanceo Prepare and distribute an agenda in advanceo Request reports in advanceo Start & finish on timeo Stick to the agendao Assign time limits for reports/debateso Ensure action items are clear and assignedo Do an Action Item Review each meetingo Dealing with “hot topics”o Make every decision unanimous\n\n\n\n\nDate: April 23\, 2026Time: 9:00 – 4:00 p.m.Cost: $350.00Instructor: Heather Lyon
URL:https://www2.auroracollege.nt.ca/event/roberts-rules-of-order-online-3/
CATEGORIES:Continuing Education Aurora Campus, Inuvik,Continuing Education Thebacha Campus, Fort Smith,Continuing Education Yellowknife North Slave Campus,Continuing Education, Online
ORGANIZER;CN="Karen Horn":MAILTO:KHorn@auroracollege.ca
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