Program Overview:

This course provides focused knowledge and practical skills in public and customer relations. Topics include interpersonal relations; positive customer attitudes and awareness; image and professionalism; quality customer service; customer service policies and skills; special needs customers; dealing with difficult customers; conflict resolution and negotiation; public speaking; and media relations. Cultural diversity and sensitivity is emphasized throughout in meeting the needs of multi-cultural customers. Additional topics covered are User Support and Help Desk Functions. User support processes and activities are examined

How You Will Benefit

Computer Skills

• Recognize basic computer components (e.g. monitor, hard drive) and terminology
• Start the computer, log in, start a program
• Create a simple document in Word
• Perform basic document editing
• Understand file management: save, store and retrieve documents
• Use email to send and read messages, attach documents
• Print documents
• Access COTR’s online learning resources

Skills for Busy Students

• Manage study time effectively
• Develop problem-solving and memory skills
• Use support systems and College resources

Program Objectives

By attending this workshop you’ll learn:

• Understand how attitudes affect work performance;
• Develop and apply positive attitudes and a professional image in the work environment;
• Apply personal growth and stress management strategies that improve or renew own attitudes and abilities;
• Understand the differences and similarities between internal and external customers;
• Function as a member of a customer service team;
• Understand and apply the concepts of customer service excellence;
• Demonstrate sensitivity to the needs, wants, motivations and expectations of culturally diverse and special needs customers;
• Improve customer communications and retention of customers;
• Make short presentations to individual customers and groups on products/services offered;
• Apply interpersonal, negotiation and conflict resolution skills to cope with difficult or challenging customers;
• Solve customer problems and implement recovery action, in the context of organizational policies;
• Understand user support roles and processes; and
• Examine basic concepts of a help desk support role.

Taking cultural preferences into account

• What is Customer Service, Myers Briggs Interpretation
• Contributing to the Service Culture, Computer User Support
• Verbal and Nonverbal Communication
• Listening to the Customer
• Customer Service & Behaviour
• Cultural Diversity -- Customers and Co-workers, Help Desk Operation
• Succeeding in a New Job, Winning Telephone Skills
• Attitudes in the Workplace, Effective Working Relationships and Relationships with Others
• Customer Loyalty and Service Recovery
• Human Relations and Business Ethics
• Customer Service via Technology, Help Desk Roles and Responsibilities
• Creating Effective Presentations

Total Duration

5 Days