Delivering Extraordinary Customer Service | 4/18
Virtual ClassNumber of Seats Available: 19
“It’s not the magic that makes it work; it’s the way we work that makes it magic.” Lee Cockerell, Executive Vice President of Operations for the Walt Disney World® Resort, coined this phrase in his book, Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney. Magical customer service can happen in every interaction when employees are trained to make each one meaningful.
In Delivering Extraordinary Customer Service, participants will learn the importance of the customer journey and how to use empathy to enhance the relationship. This class will help them fine-tune their customer service skills so they can positively represent their organization’s brand. Participants will also learn the difference between internal and external customers and how to adapt to each using a technique called the Platinum Rule.
After completing this course, participants will be able to:
- Recognize significant points in the customer’s experience and journey
- Clarify the customer’s expectations and needs
- Use positive language to enhance the customer relationship
- Solve problems efficiently using a step-by-step process
- Identify the importance of a net promoter score
- Remain positive and respectful, using empathy when responding to unique customer requests
- Use simple self-care strategies to recover from a tough experience with a customer
Our live, instructor-led classes are designed for, and rely on, active participation to ensure a quality learning experience. Because of this, these sessions will not be paused and will not be recorded for future use or reference.
Technology Minimums for Attending Virtual Training
Archbright provides virtual training to our members so that they can attend courses from most anywhere, but each attendee must ensure that they are working from a location that has the necessary connectivity to the internet to facilitate participation.
Internet connectivity minimums
To ensure that you have a positive experience attending an Archbright University virtual course, you should verify that your internet connectivity provides a minimum of 5 Megabits per second (Mbps) in upload speed. Most internet packages for home-use are advertised by their download speed and not upload speed, and while this can be important for streaming movies or music, it isn’t the only consideration. For using WebEx, Skype for Business, or any VTC solution, the upload speed is just as important as the download speed.
How can I tell what I currently have?
If you are unsure what you currently have, please reach out to your Internet Service Provider (ISP) and request the information directly.
If they are unable to give you that information, please visit www.speedtest.net while connected to the internet in the same manner you intend to attend the virtual training…and perform a speed test.
Wireless technology minimums
Additionally, if you connect wirelessly, as many of us do, make sure your wireless router can broadcast at the same speed as your upload speed, if not even higher.
Wireless routers can broadcast at over 1 Gigabit per second (Gbps) these days, and many companies don't upgrade your router when you upgrade service. This often means that your wireless speeds are significantly lower than the upload speed that is available to you. This can cause significant issues with using WebEx over your wireless connection.
Remember that each device connected to the internet in your location is taking some of that download and upload capability and wireless connectivity. If you have many devices in your network, it is recommended to have significantly higher speeds to accommodate the increased traffic.
Please contact your internal IT team if you have any questions.
If you wish to cancel your registration and receive a refund, we must be notified at least 2 business days before your scheduled class. For cancellations received less than 2 business days of the class date, and for participants who fail to attend the class, no refund will be issued. Please call our Member Services Team to process your cancellation at 206.329.1120 or 509.381.1635.
Silver and Gold members using their credit code must cancel at least 2 business days before the class date to have their credit reinstated.