We will take a systematic approach to deconstructing your customer's journey from pre-purchase, purchase and post-purchase. By using a combination of empathy and data, we will identify methods to optimize the experience.
DurationWe will take a systematic approach to deconstructing your customer's journey from pre-purchase, purchase and post-purchase.
By using a combination of empathy and data, we will identify methods to optimize the experience. Case studies, exercises, and lecture may be used to assist all participants to sharpen their skills and apply best practices. This is an active workshop!
Upon completion of this workshop, participants should be able to:
The McGill School of Continuing Studies has earned an international reputation as a leader in continuing education. Our programs are innovative, our instructors are engaged, and our learners are smart and diverse.
They are students, professionals, employees, employers, newcomers, and lifelong learners - and they bring with them a wide range of experience from all walks of life.
Our diverse programming is designed to respond to their needs. We offer daytime, evening, and weekend courses that take place on campus and online.
Look to the School to learn new skills, connect with new friends and colleagues, and elevate your personal and professional goals.
Our Mission:
Located in the heart of Montreal, the McGill University School of Continuing Studies offers diverse adult learners a path of life-long professional and personal transformation through innovative teaching, practical experience, and applied research.
We empower learners, strengthen communities and support partner organizations to thrive in a world of fast paced change and technological advances with greater access, mobility and adaptability. Together with our partners and alumni, we help shape the future of work and learning by building bridges across the University and beyond.
Our Vision:
We will be a global university partner of choice for individuals, communities, and employers alike. We will offer the highest quality of experiential learning, inspire confidence and trust, enrich lives, and be recognized for our thought leadership at undergraduate, graduate and professional levels.
Our Values:
We prize personal and professional integrity and ethics in all that we do.
We strive to achieve excellence.
We are learner-centred and employer-responsive.
We value and promote inclusivity, diversity, and equity.
We champion innovation, entrepreneurship, and learning from experience.
The Certificate in Client Service Excellence is designed to prepare you for the challenge. After the core courses and one elective, you will be equipped to deliver excellent client service and to promote and support a culture of client service excellence in your organization.
Understanding customer buying habits and lifestyle preferences help organizations make effective and profitable decisions. There is a vast amount of data that can be used to not only describe customers past and current buying behaviours, but also predict future ones. Â
This course helps the trainees to recognize that customer service delivery is an individual response value, to understand how your own behaviour impacts the behaviour of others, to develop more confidence and skills as a problem-solver.
Your participants will be provided a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Be prepared to provide the best service experience to your customers by mastering critical skills in face-to-face and telephone communication, raising service quality, and maintaining standard expectations.
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