Providing Exceptional Customer Service

In today’s competitive market, how do you differentiate you and your organization from others? How do you ensure that you’re adding value?

This interactive seminar will help you to develop crucial customer service skills to build strong relationships with your clients, whether one-on-one or with a group. You’ll learn how to engage with the customer, and how to proactively recommend additional products and services to your client, as part of the overall service you provide. You’ll also learn how to best represent your organization and build your customer service reputation. In addition, we’ll cover aspects related to negotiations, cross and up-selling, and closing the deal.

Through a series of hands-on workshops, you’ll build your confidence and competitive advantage to provide exceptional customer service for existing and future customers.

In this seminar, you’ll learn to:

• Develop your customer engagement and experience strategy
• Apply effective listening skills
• Draw out what your clients really need, and how to add value
• Work with difficult and demanding customers
• Build strong and lasting relationships with potential and existing clients

Instructor: Eric Tung is Business Communications Instructor at SFU’s Beedie School of Business, and an English Instructor at UBC’s Extended Learning, where he teaches business and technical writing courses. Eric also designs and delivers customized workshops to engineering, construction, and consulting firms. He works with clients and coaches them on developing their effective communication skills, negotiation skills, and customer service and sales skills.

In addition to teaching and coaching, Eric is a business transformation and change management consultant, where he advises firms on large-scale organizational-wide changes. Eric’s clients range from smaller consulting firms to larger organizations such as the City of Vancouver, District of North Vancouver, Metro Vancouver, BC Hydro, TELUS, BC Pension Corporation, BC Safety Authority, and Marshall Aerospace and Defence Group.