20393 Fraser Highway
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.
What previous participants have said:
"Very good. It was great that he was able to tailor the information to our industry"
"Eric was clear and easy to understand. He adjusted the discussions to apply directly to our company's situations"
Please contact Ally Bodnar at 604-298-7795 or email@example.com for more information.
Please note the following before you purchase your training:
- In-class courses will be conducted with full adherence to health and safety guidelines as prescribed by BC’s Provincial Health Officer regarding the current pandemic. Students agree to follow facility and instructor directions regarding health and safety protocols while attending training.
- Students who attend in-class training are fully and personally responsible for their own safety and actions while and during class sessions with the recognition that they may be at risk of contracting COVID-19.
- Students who have experienced symptoms such as fever, fatigue, difficulty in breathing, or dry cough or exhibiting any other symptoms relating to COVID-19 or any communicable disease within 14 days before in-class training starts will not be permitted to attend training.
- Students who have traveled by sea or by air internationally (including the United States) within 14 days before in-class training starts will not be permitted to attend training.
- Students who reside in a household with someone who has traveled by sea or by air internationally (including the United States) within 14 days before in-class training starts will not be permitted to attend training.
- Students who have been diagnosed to be infected of COVID-19 virus within 30 days before in-class training starts will not be permitted to attend training.
- Students who reside in a household with someone who has been diagnosed to be infected of COVID-19 virus within 30 days before in-class training starts will not be permitted to attend training.
COURSE REGISTRATION CANCELLATIONS, TRANSFERS & REFUNDS:
Cancellations received at least 10 business days prior to the course date will result in a full refund.
Cancellations received less than 10 business days but more than 5 full business days prior to the course date are subject to an administration fee of $100 per day for full and half-day seminars, or $25 for breakfast sessions.
Registrants who do not show up for a course, and/or who do not notify ICBA at least 5 full business days prior to the course date will be assessed the full cost of the course. There will be no refunds or credits in this case.
Substitution of attendees is permitted up to and including the day of the course.
COURSE CANCELLATION BY ICBA:
ICBA may have to postpone or cancel courses due to insufficient enrolment, in which case ICBA’s liability will be limited to a refund of the registration fee.