Event Calendar

Whistler Experience Foundations: Handle Customer Concerns - November

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Name: Whistler Experience Foundations: Handle Customer Concerns - November
Date: November 19, 2018
Time: 1:00 PM - 4:00 PM PST
Event Description:

Register Here

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 hours
  • Participants will stay engaged 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

Certified coach and seasoned group facilitator
 
Jennifer Campbell has coached and facilitated at senior and staff levels in organizations and has seen many of her personal and group session outcomes make a difference to both company bottom lines and individual career success. A sought after 'thinking and execution' partner, she is a versatile advisor to leaders with a practical approach to making things happen. She is a quick study and known for her contagious energy, ability to create a positive atmosphere and desire to help connect the right people in order to build better solutions.  Jennifer has spent 20 years facilitating change – in people and in organizations .

Josianne Fox, CHRP, MPA
Founder and Director of HR and coaching company, SmartFox Consulting


Josianne has been working in the HR field for over a decade, combining experience from the hospitality, media and manufacturing sectors as well as recruiting executives for many of North America’s leading companies. Business savvy, Josianne has an entrepreneur’s spirit having started, operated and sold several businesses of her own. She understands the challenges that both employees and employers face and is able to provide solutions that result in engaged workforce, fulfilled goals and higher profits. Throughout Josianne’s career she has facilitated a wide range of strategy and educational sessions for companies large and small. Her experience brought her to further study the latest and most innovative ideas around creating a customer service culture in the workforce. Since then, Josianne has become a customer service champion and delivered training to thousands of employees. As a facilitator, Josianne connects with the audience as she covers various topics in an energetic and engaging way.

Jennifer and Josianne are licensed by Dr. Mark Colgate, Professor for Service Excellence at the Gustavson School of Business at the University of Victoria, BC. Dr. Mark Colgate is the lead facilitator of the Whistler Experience. The purpose of the Whistler Experience is to positively affect customer satisfaction and employee experiences in the Whistler community.

Cancellation Policy: Payment is non refundable for cancellations made within 3 business days of the event, or non attendance on the day.
If you have registered and paid for an event or training, you will be automatically added to the attendance list.
Event Sponsors:
  • Gibbons Whistler
Location:
Whistler Chamber Boardroom
Contact Information:
Olivier Dallaire Dumas - Events Manager 604.932.5922 ext. 24
Fees/Admission:
Whistler Experience participant (paid annual fee of $40); $99
Member rate; $109
Soon-to-be Member rate; $139


*You are eligible for this discounted rate if you are participating in the 2018/19 Whistler Experience Program.

All prices are subject to GST. Registration is open until Nov 18th
Continuing Education Units:
22
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