Courses
Accounting
Accounting
Business Skills – Managing and Marketing
Business Skills – Managing and Marketing
Business Administration Integrative Project
Business Correspondence – Level 1
Business Correspondence – Level 2
Business in the Electronic Age
Business Negotiations and Contracts
Conference and Event Management
Grammar Essentials for Business Writing
Project Management Fundamentals Level 1
COMPUTER NETWORKING
COMPUTER NETWORKING
DATABASE MANAGEMENT
DATABASE MANAGEMENT
Graphics/Presentation
Graphics/Presentation
Healthcare
Healthcare
Anatomy and Physiology Part 1 - Online
Anatomy and Physiology Part 2 - Online
Clinic Management and Profitability
Healing Mobility and Home Support
Health Unit Coordinator Level 1
Health Unit Coordinator Level 1 - Online
Health Unit Coordinator Level 2
Health Unit Coordinator Level 2 - Online
Health Unit Coordinator Level 3
Health Unit Coordinator Level 3 - Online
Introduction to Medical Terminology
Introduction to Medical Terminology - ILS
Introduction to Medical Terminology - Online
Introduction to Medical Transcription
Introduction to Medical Transcription - Online
Introduction to the HCA Profession
Medical Office Clinical Procedures
Medical Office Procedures - Online
HELP DESK AND CALL CENTRE SKILLS
HELP DESK AND CALL CENTRE SKILLS
Home Inspection and Maintenance
Home Inspection and Maintenance
Hospitality
Hospitality
Basic Hotel and Restaurant Accounting
Fundamentals of Destination Management and Marketing
Hospitality Facilities Management & Design
Leadership and Management in the Hospitality Industry
Managing Front Office Operations
Managing Hospitality Human Resources
Managing Services in Food and Beverage Operations
Managing Technology in the Hospitality Industry
Marketing in the Hospitality Industry
Insurance
Insurance
Job Readiness-Employability Skills
Job Readiness-Employability Skills
Keyboarding
Keyboarding
Microsoft Certification
Microsoft Certification
Microsoft Exchange Server 2003 Administration and Maintenance
Microsoft SQL Server 2008 Implementation and Maintenance (SSMS432)
Microsoft Windows 7 Configuring (SSMS680)
Microsoft Windows 7 Enterprise Desktop Support Technician (SSMS685)
Microsoft Windows Server 2003 Active Directory and Network Infrastructure Design
Microsoft Windows Server 2003 Active Directory Strategy and Implementation
Microsoft Windows Server 2003 Environment Management and Maintenance
Microsoft Windows Server 2003 Network Security Design
Microsoft Windows Server 2003 Network Services Management
Microsoft Windows Server 2003 Network Services Planning and Maintenance
Microsoft Windows Server 2008 Configuring Active Directory (SSMS640)
Microsoft Windows Server 2008 Configuring Applications Infrastructure (SSMS643)
Microsoft Windows Server 2008 Server Administration (SSMS646)
Microsoft Windows Server 2008: Enterprise Administration (SSMS647)
Microsoft Windows XP Professional Administration and Maintenance
Supporting and Troubleshooting Applications on MS Windows XP
Office Skills
Office Skills
Operating Systems
Operating Systems
PC Troubleshooting
PC Troubleshooting
Simulations and Drills-non-credit
Simulations and Drills-non-credit
Spreadsheets
Spreadsheets
Customer Service Essentials Courses
Customer Service Essentials Course Introduction
The Customer Service Essentials course provides students with key concepts of effective customer service strategies and processes and helps them to develop core competencies for providing quality customer service. Students learn the definition of customer service, who their customers are, how to be customer service oriented, and how to manage time and stress. Students also learn how to communicate effectively with customers and manage customer relationships. The course explores common customer service pitfalls and identifies the importance associated with avoiding these. It also emphasizes the importance of gathering and responding to customer feedback, and maintaining a professional image. Students are given ample opportunity to practise, apply and develop their customer service skills through the completion of hands-on tasks. The tasks focus on identifying good and bad customer service techniques, by analyzing and responding to various customer service scenarios.
Course Prerequisite(s)
None.
Course Aim
To provide an overview and hands-on approach to the essentials of customer service.
Of Interest to
Those who want to develop or enhance customer service skills, regardless of the career they plan to enter or currently possess.
Customer Service Essentials Course Breakdown
Lesson 1:
Defining Customer Service; Being Customer Service Oriented; Managing Time and Stress
Lesson 2:
Developing Verbal Communication; Communicating a Customer-Friendly Attitude; Getting in Tune With Your Customers; Developing Written Communication
Lesson 3:
Following Processes and Procedures; Understanding Customer Relationship Management; Meeting and Exceeding Customer Needs
Lesson 4:
Being Prepared; Dealing With Complaints and Mistakes; Winning Over Difficult Customers
Lesson 5:
Avoiding Customer Service Pitfalls; Gathering and Responding to Feedback
Lesson 6:
Maintaining Service Levels; Developing Effective Service Quality Teams; Keeping Up with the Times
Lab Exercise
Course Notes
Course manual provided for on-going reference. Upon completion of the course, there is a final exam. Participants who achieve 75% or higher on their exam will receive a certificate.
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