Service Excellence

This 2-day classroom course is intended for public service employees who provide services to citizens, internal clients or colleagues. By exploring how the government identifies the service expectations of Canadians, participants will learn to deliver inclusive service using a variety of communication skills and techniques. Participants will also gain skills to cope with difficult situations, applying effective resolution strategies and techniques in practical exercises.

Duration:

15 hours

Methodology:

Instructor-Led - Classroom

Course ID:

S001

This online introductory course provides participants with a better understanding of the needs and expectations of citizens and clients, enabling them to take into account their perspectives in all aspects of service design and delivery.

Participants will learn Government of Canada's service delivery principles, the key concepts of citizen- and client-centered service and the five drivers of client satisfaction.

Duration:

1 hour

Methodology:

web-based

Course ID:

T233

Working in a customer support centre or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable. For the customer service representative, understanding the emotional needs of customers, adapting to their different communication styles, and solving their problems can be extremely stressful and time consuming.

In this course, learners will learn how to:

• Identify and resolve conflict
• Negotiate with customers
• Develop strategies to better manage time and stress
• Explore how a positive approach and attitude can benefit customer interactions and lead to satisfactory conclusions.

Duration:

30 minutes

Methodology:

web-based

Course ID:

W021

One of the most challenging and potentially uncomfortable responsibilities of a customer service representative is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident.

This course discusses the typical trouble spots in dealing with angry customers and explores how to avoid these situations or overcome them. Learners will also learn how to handle a customer complaint by defusing the tension, investigating the problem and coming to an agreement on a solution.

Duration:

30 minutes

Methodology:

web-based

Course ID:

R012

Active listening skills are used by professionals in a wide range of occupations to enhance their work.

In this course, learners will learn listening skills that can help in the workplace and techniques for becoming an effective active listener.

Duration:

30 minutes

Methodology:

Online

Course ID:

C064

Effective communication is essential to the success of any customer-oriented business. Each customer has their own style of communication and emotional response to interacting with a support centre. Customer service representatives (CSRs) must understand how to adapt to these different styles and emotions.

This course explains how to do so. It also covers how to adapt your writing style to communicate by e-mail and document incidents.

Duration:

30 minutes

Methodology:

Online

Course ID:

R006

As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key.

In this course, learners will

• Learn how to project an excellent service attitude that will enhance your interaction with your customers.
• Explore how to establish effective customer relationships and involve customers in problem solving. In addition
• Discover methods to communicate effectively in a cross-cultural customer support centre or help desk environment.

Duration:

30 minutes

Methodology:

Online

Course ID:

R008

When you're providing customer service over the telephone, without face-to-face interaction, it can be challenging to establish the right relationship. There are many techniques that can help you consistently deliver the best customer service. This course provides etiquette tips for answering, managing and ending customer service calls.

In this course, learner will:

• Learn how to make a good impression by: listening, using questions to obtain more information, minding your tone, empathizing with the customer.
• Learn ways to adapt your approach to your customer's style.

Duration:

30 minutes

Methodology:

Online

Course ID:

R009

Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns.

In this course, learners will learn how to:

• Build rapport with customers by paying close attention to their needs, connecting with them, and being positive.
• Empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

Duration:

30 minutes

Methodology:

Online

Course ID:

R010

What is your ultimate goal? As Public Servants we are all working towards the same ultimate goal: delivering excellent services to Canadian citizens. We also all have our personal goals in our everyday work and career. In this recording, Pierre Vercheval – 14 time CFL All Star and first francophone to be inducted into the Canadian Football Hall of Fame – will tell us why team success leads to individual success, why continuous improvement is important, and what behaviours will get you into the "4th quarter club" of Service Excellence and the achievement of our ultimate goal.

Duration:

1 hour

Methodology:

Online

Course ID:

00051511

Did you know that you can further your understanding of strategic thinking through the Gartner (CEB) subscription service? To access a host of articles, discussions and events, all you need to do is:

1. Create an account (DOCX, 33 KB)
2. Search their catalogue with the keyword "client service"

Did you know that you have access to the Mouvement québécois de la qualité's resources? To access a host articles, job-aids and trainings, all you need to do is:

1. Create an account (DOCX, 33 KB)
2. Search their catalogue with the keywords "client" and "servir"