Effective Customer Service & Negotiation (Webinar)
Cost: $299.00
CPD Points: 4
Delivery Method: Webinar Only
Minimum Estimated Hours of Work: 4hrs
Description
COURSE OBJECTIVES AND OUTCOMES
In today’s environment, how do you provide excellent customer service and differentiate your service offerings?
In this interactive workshop, you’ll develop critical customer service and negotiation skills to build lasting relationships with potential and existing clients. You’ll learn to understand your customers’ needs and proactively focus on service excellence. You’ll develop and implement a customer service strategy and plan, along with identifying and solving customers’ problems and requests, including addressing construction defects and deficiencies, and managing warranty service work. You’ll understand how to negotiate win-win scenarios that benefit your existing and future customers.
In this workshop, you’ll learn to:
- Understand what constitutes service excellence through understanding customers’ values and behaviours
- Incorporate into your mission and vision a focus on excellent customer care through being responsive, reliable, and understanding
- Apply a framework for customer service, including establishing clear expectations and listening actively, communicating clearly and explaining key roles and steps (e.g., customer orientation and inspections), and following up upon post construction
- Develop and implement a customer service strategy and plan, including an action plan to address any customer service issues and provide solutions
- Negotiate with suppliers, customers, and others towards a win-win solution
- Learn to proactively identify and address common customer issues and disputes, and implement a process for resolving these and other potential post-construction warranty claims
COURSE MATERIALS & FORMAT
- This is an online webinar session only
- There are no other online components to complete (no assignments, quizzes, or final exam)
About the Instructor
Eric Tung develops and delivers training seminars and programs for a number of firms and associations, on topics including customer service, negotiations, leadership, change management, facilitation, presentations, and technical and business communications. Eric is also a business transformation and change management consultant, where he advises firms on large-scale organizational-wide changes. His clients range from smaller firms to larger organizations such as the City of Vancouver, Metro Vancouver, BC Hydro, TELUS, BC Pension Corporation, and Marshall Aerospace and Defence Group.
In addition to training seminars and consulting, Eric is also a Business Communications Lecturer at SFU’s Beedie School of Business, and an English Instructor at UBC’s Extended Learning, where he teaches business and technical writing courses.
