Online Training: Whistler Experience - The Science of Service
This online course is an introduction to the 4 Moments of Power that make a difference from the customer’s or colleague’s point of view. Each Moment of Power summarizes findings in social psychology, behavioural science, psychology, neuroscience as well as business and applies them to service interactions. Participants will learn to recognize these Moments of Power and how to apply them to consistently deliver on the 3Rs.
The 4 Moments of Power are:
Moments of Power #1: Context - Participants will recognize that human behavior is sensitive to and strongly influenced by its environment and other conditions that help (or hinder) people to understand the situation they are in.
Moment of Power #2: Expertise – we rely on people who appear to be experts as they tend to have superior knowledge and wisdom.
Moment of Power #3: Relationships – we want to do business with companies that demonstrate they like us. “Liking” starts by being reliable, being responsive and then building strong relationships.
Moment of Power #4: Problem Handling – Problem Handling starts by encouraging and listening to customer feedback. It becomes more effective by using the right process, right interaction and right outcome.
1. “Context” is shaped by culture, our biases and mindsets.
2. Why expertise is so important and how to build expertise.
3. How to build professional relationships through great conversations, “going first” and having the right mindset with every customer.
4. How to make problem handling more effective.
This 45-60 minute session is an abbreviated version of the 4 hour course.
Mark Colgate, Professor of Service Excellence, University of Victoria, Gustavson School of Business
Mark's expertise is in service excellence and coaching. He has taught many courses at undergraduate,
postgraduate and executive levels in Victoria/BC, China, Australia, New Zealand and Ireland.
Previously the GM of Customer Satisfaction with the Commonwealth Bank of Australia, Mark is
known for his down-to-earth presentation style. In 2013, Mark Colgate received The Harry Hickman
Award for Teaching Excellence. He has also consulted for many companies such as Toyota, TELUS,
Whistler Blackcomb, Four Seasons Hotels & Resorts, Sony, Schneider Electric, Kiwi Experience
Tourism Bus Company and the BC Government.