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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

Technical Requirements

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*Course details are subject to change.

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Enrol Now - Select a section to enrol in
Section Title
Customer Service and Community Relations
Type
Remote Instruction
Days
Thursday
Time
9:00AM to 11:00AM
Dates
July 07, 2022
Type
Remote Instruction
Days
Monday, Tuesday, Wednesday, Thursday
Time
9:00AM to 3:30PM
Dates
July 11, 2022 to July 14, 2022
Type
Final Examination
Days
Friday
Time
9:00AM to 11:00PM
Dates
July 15, 2022
Schedule and Location
Contact Hours
30.0
Location
  • Virtual
Delivery Options
Remote Instruction  
Course Fee(s)
Potential Discount(s)
Section Notes

Early bird registration ends 60 days ($855.00) and 30 days ($895.00) prior to the start of the course. Regular registration is less than 30 days prior to the start of the course ($955.00).

If due to extenuating circumstances there is a need to reschedule, the rescheduled class will be held on Friday, July 15, 2022 , 9:00 a.m. to 3:30 p.m. (or portion thereof), and the Final Exam will be rescheduled for Monday, July 18, 2022, 9:00 to 11:00 a.m. ET.

CourseLink access begins Monday, July 4, 2022 at 12:00 a.m. ET. 

Remote Delivery Orientation - CourseLink & Zoom: Thursday, July 7, 2022, 9:00 to 11:00 a.m. ET. Note: If you have already attended a Remote Delivery Orientation for a certificate course, you are not required to participate.

This course is delivered remotely and in real time and uses the following:

* CourseLink (The name for the University of Guelph learning management system)

* Zoom (Video conferencing service for virtual meetings/classes)

* Webcam (Built-in or USB plug-in)

* Headset or a Microphone and Speaker (Built-in, wireless, or USB plug-in)

View the Technical Considerations for CourseLink and Zoom.

View the Course Policy: Withdrawals, Refunds, Transfer, Cancellations, Postponements.

Contact the OpenEd Continuing Education team if you require assistance.

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