Supports a Culture of Service Workshops
(offered in February and March 2013)
“Adds value by identifying, understanding and effectively responding to the needs of our stakeholders.”
- Follows through and delivers on commitments
- Interacts with others as individuals and supports an environment of “personal service”
- Demonstrates an understanding of the value and importance of building and supporting strong stakeholder relationships
- Is recognized and respected by others as a trusted resource and valued professional
- 5 Star Customer Service
- Taming the Email Monster
- Take your Social Media Usage beyond the Beginner Level
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Course Details |
Great customer service is about "wowing" the customer. Delivering 5-Star exceptional customer service is essential for growing and sustaining any business. As one of the critical differentiators, customer service is a crucial, potentially back-breaking element, to consider in today’s world. Most organizations seem to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this workshop, you will look at what customer service is and isn't and ways in which you can provide better customer service. You and everyone else want better customer service. It's one of the driving forces of why we do are loyal to one place over another. When one speaks of loyalty, customer service is at the heart of it. Great service makes customers happy! During this workshop, you will explore the factors that make service outstanding and project a customer-friendly image to enhance your reputation. You will learn how you can provide positive experiences to meet or exceed your customers’ expectations. The lesson in the saying "it's not what you say but how you say it" is one that takes some people years to learn. You will learn how to use language to its best advantage during customer interactions. Given the reality that not all customers are easy to deal with, you will learn how to interact effectively with "difficult" customers. This workshop will conclude with a plan for action in which you will determine what you can do immediately and within a few weeks to improve your customer service. |
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Learning Objectives |
After completing this workshop, you will be able to: Describe 5-Star customer service. Identify the benefits of delivering outstanding customer service. Recognize the obstacles to delivering exceptional customer service. Implement methods to effectively communicate with customers. Learn how to deal with difficult customers. Develop a personal action plan to positively impact your customer service. |
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Course Benefits |
This workshop will help you to provide a superior level of service to your customers. The potential benefits to a you and WLU from doing this include: 1. An improved public image o a positive personal and organizational reputation and brand, o customer loyalty… customers will go where they are treated with courtesy and respect, and o positive word of mouth in which WLU is recommended as the university of choice. 2. A more effective workforce. Employees with excellent customer service skills have the ability to relate to customers better, allowing them to uncover customer needs and establish rapport with a customer plus gain their trust and respect. 3. Improved morale. Satisfied customers help create a positive working environment. How? Employees who deliver 5-Star customer service receive their customers’ appreciation and are further motivated to offer the best customer service. You will feel good about what you do!. This builds: |
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Fee (if applicable) |
N/a |
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Who Should Attend |
We firmly believe that any person likely to come in contact with a customer should attend this workshop. It is designed for service champions who want to develop and enhance service skills and attitudes, to nurture a service culture and to build a more customer-driven organization. It will benefit individuals who wish to improve workplace relationships and is geared for professionals who want to make a significant contribution to WLU’s image while making their own lives easier. |
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Success Factor |
Supports a Culture of Service |
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Facilitator |
Shelley Aubry, Engagement Catalyst, CAS Consulting Shelley is a seasoned professional with 25+ years of consulting experience in both the private and public sectors. She brings her customer service experiences to support WLU’s efforts in creating a culture of service. Along with excellent facilitation skills, a keen sense of humour and high energy, Shelley comes with a proven track record for developing pragmatic, innovative solutions for the most challenging customer service challenges. |
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Learning Objectives |
Participants will learn: -How to respond to high priority email in a timely manner, without over reacting to lower priority email. Reducing priority “A” time spent on priority “c” email. -Strategies to manage email expectations of others. -How various email filters and flags can be used to help us manage our inbox. -How to set up and maintain an effective email folder system – so that we can manage the size of our Inbox and quickly access what we need, when we need it. -Strategies to help us track and follow-up on action email. -Best Practices of “Netiquette” – how we use and send email – that will save everyone time. |
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Course Benefits |
-Less overwhelmed -Better productivity |
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Fee (if applicable) |
N/A |
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Who Should Attend |
-Anyone who has to manage a significant amount of incoming email and still find time for other priorities. |
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Success Factor |
Supports a Culture of Service |
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Facilitator |
Facilitator Doug Heidebrecht provides resources and tools to help program participants manage their priorities and get to the work that needs to be done. |
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Learning Objective |
Take your department’s social media usage beyond the beginner Level |
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Course Benefits |
1. Increase your social media followers on Facebook, Twitter and LinkedIn · Stryve Group will tell attendees what they can specifically do to get their stakeholders to "Like" or "Follow" their social media profiles 2. Engage your stakeholders more effectively · Stryve Group will tell attendees what type of social media content, promotions and updates will keep their stakeholders interested 3. Get your stakeholders to take action · Stryve Group will tell attendees what type of content, promotions and updates will get their stakeholders to "buy-more", "sign-up" and contact them. |
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Fee (if applicable) |
N/A |
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Who Should Attend |
This workshop is appropriate from marketing and communication managers from the various Laurier departments ranging from Alumni Affairs, Human Resources, Residence life, Communications Public Affairs and Marketing to Athletics, Aboriginal Services, and the various WLU Faculty departments. |
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Success Factor |
Supports a Culture of Service |
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Facilitator |
Sourov De, Managing Partner of Stryve Group, a Kitchener-based Marketing firm that specializes in social media marketing. |
