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Whistler Experience Foundations: Win & Keep Customers

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Whistler Experience Foundations: Win & Keep Customers

June 20 @ 8:30 am - 12:00 pm PDT

Course objective
The foundations of the Whistler Experience service and sales training are 4 key “Moments of Power” that teach you how to recognize and apply key principles of human behaviour to win and keep customers.

This course covers the first Moments of Power:

1. The Power of Context: shape the environment for the customer and employee to re-frame how they see things
2. The Power of Expertise: demonstrate professionalism and proactive expertise to execute this important moment of power
3. The Power of Liking: build relationships by being personable and recognizing the customer

After this 3.5 hour session you will walk away with clear knowledge on how to build better relationships, deliver world class service and sell more effectively.

Course outline
-Learn what customer research around the world shows and what customers expect from any service interaction
-Hear how to receive high likelihood-to-recommend scores and what it means for an organization
-Understand the correlation between high likelihood-to-recommend scores and business success as it relates to sales revenue and company valuation

Learning outcomes
-Appreciate how human psychology applies to service & sales
-Advance your understanding of human interaction, professionally and personally
-Gain confidence in building better relationships to deliver world class service

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