2010006 - Customer Service and Community Relations

Course Description

A diverse group of people at a call center smiling and answering phone calls.

The pupil transportation sector is a unique mix of public and private entities working together to provide reliable, safe service experiences for more than 800,000 students daily in Ontario alone. Advances in technology have provided opportunities for improved system efficiencies; however, the importance of maintaining a keen focus on customer service has never been more important.

Examine the customer within the pupil transportation sector and explore elements, trends and issues that impact the customer service experience.

Gain insight into how customer centric organizations can leverage employee engagement, relationship management, technology, diversity, and issue management strategies to drive continuous improvement that supports service excellence and creates a strong customer service and community relations culture.

Learning Outcomes

Upon successful completion of this course, you will be able to:

Examine and adapt to contemporary trends in customers and customer service, building a "Customer Community"
Recognize the impact of strong customer service on brand, image, reputation, and community relations
Identify how different generations require and experience different customer service delivery models and incorporate this learning into customer service and community relations practice
Utilize a variety of customer needs assessment tools (e.g., surveys, focus groups, interviews)
Integrate the impacts of multiculturalism, privacy, diversity, and inclusion into customer service and community relations programs
Explore and implement effective staff training and engagement initiatives that engender positive customer service and community relations
Create, develop, and implement effective customer service and community relations plans

Course Topics

Quality Service
Building Individual Service Skills
Customer Feedback
Handling Difficult Situations
Internal Customer Service
Meeting Needs of All Customers
Role of Supervisor/Manager
Role of Organization

Job Market Overview

Applies Towards the Following Certificates

Certificate in Pupil Transportation Management : Required Courses

Technical Requirements

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*Course details are subject to change.