Education & PAT Schedule
- Name
- Building The Customer Experience at Your Facility
- Type
- PGA Training Academy
- Registration Deadline
- November 30, 2021
- # Registered
- 18 / 21
Credit Value: 3
Cost: $350
Delivery Method: Asynchronous eLearning
Course Duration: 12 weeks (2 weeks per module topic)
Course Availability: Fall/winter delivery (one session per year)
PGA of Canada professionals plays a central role in delivering exceptional customer experiences. This starts with understanding your customer base and developing a plan to keep them engaged, as well as managing difficult situations. In this course, you will learn how to create a culture of service excellence and deliver memorable guest experiences throughout the entire customer journey. Evaluate your leadership strategies and develop a cutting-edge service model that will allow you to stand out from the competition.
Building the Customer Experience at Your Facility comprises six modules: Surprise and Delight, Setting Service Standards, Understanding Your Customers, Managing Challenging Customers, Developing Service Teamship, and Evaluating Customer Service.
Learn its!: Structured learning modules in which you will explore and engage with content that is related to the module’s topic
Discuss its!: Discussions with your fellow learners
Share its!: Opportunities for sharing and receiving feedback on practical materials and approaches
Apply its!: Assignments that are to be submitted for evaluation
- Describe the key elements of a customer experience that “surprises and delights”
- Define your vision and mission for the customer experience at your facility, the underlying customer service values, and the behaviours that drive them
- Develop personas to understand your customers and how you can “surprise and delight” them at each touch point
- Apply strategies to manage customers presenting with challenging behaviours
- Foster a service culture and a sense of teamship across your facility
- Self-assess your own customer service skills, as well as evaluate those of your team and the customer service provided at your facility
Registration is closed.