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Whistler Experience Foundations: Handle Customer Concerns

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Whistler Experience Foundations: Handle Customer Concerns

June 20 @ 1:00 pm - 4:00 pm PDT

Course objective:
Moments of Power are the foundation of The Whistler Experience program. They teach you how to recognize and apply key principles of human behaviour to win and keep customers. This 3 hour workshop focuses on conflict resolution via Moment of Power #4 – the Power of Problem Solving: be efficient, friendly and find the right resolution.
You will learn to recognize the “Moment” when you enhance the relationship with your customers through effective problem solving and improve customer satisfaction and loyalty.

Course outline:
-Through exercises participants will learn what customers are looking for after something went wrong and how to solve customer problems effectively.
-Understand the opportunities of turning a disgruntled customer into a more satisfied and loyal customer.

Learning outcomes:
-Simple secrets for effective problem handling and tools to handle your toughest customers
-Understand what customers expect when problems arise
-Best practices and key steps for solving customer issues

Course format and participant engagement:
-3.5 hours
-Highly engaging thanks to the facilitators’ lively presentation style, quizzes and opinion polls as well as group work.
-Max group size: 22

Assessment methods:
Participants are asked to actively participate in group discussions. As this is not a certificate program, no final exam will be required. Participants will be asked to complete a feedback form.

Presenters: Jennifer Campbell, CPCC & Josianne Fox, CHRP, MPA