Transform your organization by making exceptional service a repeatable, high-impact habit.
This course provides a comprehensive framework for building a customer-centric organization by treating service as a core habit rather than an occasional act. It covers the definition of internal and external customers, the application of the total product concept, and the implementation of the Nordstrom-style inverted management pyramid. Participants explore practical techniques for face-to-face interactions, professional telephone and email communication, and strategies for managing difficult or angry customers. The curriculum concludes with guidance on establishing a customer relationship management system to ensure long-term retention and profitability.
Topics Covered:
Enhance the professional skills that only humans can offer - and Artificial Intelligence can't. Our survival as managers depends on it!
For over thirty years, I presented face-to-face seminars, courses, conferences and workshops, including events with hundreds of delegates. I delivered more than two thousand presentations, seminars, facilitations and conferences in over twenty-five countries. My delegate evaluations over that time averaged above 9.0 on a 10-point scale. (Fact-check on those evaluation scores: For many years, I was a key presenter with four American seminar companies. Their rigorous evaluation protocols, which were collected independently after every seminar, required a minimum average score of 8.7, a score that I consistently exceeded.)
Provincial regulators of CPAs in Canada do not require that independent providers of CPD be approved to offer courses. Instead, individual CPAs are responsible for assessing whether a CPD activity meets their requirements, and may take activities from any source provided those requirements are met.
Every course offered on LearnFormula is delivered by a qualified subject matter expert or learning organization, and advances learning objectives that are relevant to the responsibilities or professional competencies of Canadian CPAs. All activities on LearnFormula are quantifiable in terms of hours, and are also verifiable, in that users receive documented evidence of their attendance via a certificate of completion after finishing a course (and this certificate is stored by LearnFormula indefinitely). Nearly 100,000 Canadian CPAs successfully satisfy their CPD requirements via LearnFormula on an annual basis.
