SuperHost® Foundations of Service Quality

This course is a comprehensive, practical introduction to the principles of providing a quality service experience. It is ideal for people who are either entering the workforce for the first time or after a significant break, or are fairly new at working in a front-line, customer-facing role. The lessons include interactive activities and students will go home with knowledge and skills they can apply to their job right away. Certification from go2hr.ca will be presented to those who complete this one-day course.

Facilitator: Alejandra Huerta Guerra

For more information about this course please contact Professional and Continuing Studies

Topics Covered:

Basic customer service, communication and teamwork skills – some of the key 21st century skills
Relationships between service quality, customer experience, and business objectives
The importance of front-line employees in service sector businesses
Expectations from the point of view of customers, employers, and employees
Communication etiquette and best practices
Service recovery techniques
Metrics used to assess customer experience and service quality

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