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Building The Customer Experience at Your Facility
PGA Training Academy
Start Date
December 6, 2023
End Date
February 28, 2024
Registration Deadline
December 12, 2023
# Registered

Credit Value: 3
Cost: $375
Delivery Method: Synchronous
Specialization: Management and Leadership
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. With the support of the course facilitator Eddie Bullock, you will evaluate your leadership strategies and develop a cutting-edge service model that will allow you to stand out from the competition.

Course Modules and Learning Activities
This course has six modules, each module will have a set start/end date (2 week period). During this time, learners will complete a series of learning activities at their convenience.

Course Modules:
Surprise and Delight
Setting Service Standards
Understanding Your Customers
Managing Challenging Customers
Developing Service Teamship
Evaluating Customer Service.
Learning Activities
Within each module, learning activities

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




Course Expectations and Timelines

You have two weeks to complete all the learning activities in each module. The learning activities include:

Course Timelines:

Module 1 -  December 6 - December 19
Live Session 1 - December 13
Module 2 - December 20 - January 2
Live Session 2 - December 27th
Module 3 - January 3 - 16th
Live Session 3 - January 10th
Module 4 - January 17th - 30th
Live Session 4 - January 24th
Module 5 - January 31st - February 13
Live Session 5 - February 7th
Module 6- February 14th - 27th
Group Catch Up - February 28th


Learning Outcomes
  • 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
Course Policies
Missed Time Policy
Learners will only be permitted one missed class per course. If this total is exceeded, the learner will receive a not-yet grade for the course.

Assignment Resubmission Policy
Learners have a maximum of three resubmissions per assignment, project, or knowledge check to achieve a course's passing grade. A missed deadline is considered an attempt.

After receiving a 'Not Yet' grade for an assignment, the learner has a maximum of 2 weeks to resubmit the assignment. If the course passing grade is not achieved after the 3rd attempt, the learner will receive a grade of "Not Yet" and not receive credit for this course.

Refund Policy for Live Instructed Courses
After registration – full refund (minus $25 administrative fee)
After the first class – half refund of the course (minus $25 administrative fee)
After second class – $0 refund

Registration is closed.