PROGRAM OVERVIEW FUNDAMENTALS A one-day workshop that teaches front-line employees the skills and techniques required to provide exceptional customer service.
WORKSHOP MODULES WORKING TOWARDS “WOW”! First Impressions How to Make Your First Impression a Positive One Businesses that “WOW”!
TOURISM - IT’S EVERYBODY’S BUSINESS! The Value of Tourism Out and About in Your Community Out and About in Newfoundland and Labrador
HOW EFFECTIVE IS YOUR COMMUNICATION? The Communication Process Giving Clear Directions Professional Telephone Techniques
NOW IT’S UP TO YOU The Five Key Commitments
THE POWER OF LISTENING I’m the Nice Customer Who Never Comes Back Why Handle Customer Concerns? Effective and Empathetic Listening Skills The Art of Service Recovery
By the end of this workshop, participants will be able to: 1. Demonstrate an understanding of the importance of excellent customer service skills. 2. Describe the communication process, and the skills required to make your communication effective. 3. Demonstrate how to listen to your customers in a way that shows that you care about them and their needs. 4. Describe the value of tourism to your community. 5. Explain the five key Fundamentals commitments that assist you to “go the extra mile”. Registration Fees: HNL Member: Non-Member:
$60.00 + HST per person $85.00 + HST per person
For more information or to book a workshop contact: Phone: 709-722-2000 ext 234 Toll Free: 1-800-563-0700 Email: abourden@hnl.ca Web: www.hnl.ca
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