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Humber Pro

Service Excellence
Micro-credential

Micro-credential Overview

Service Excellence Micro-credential provides learners with the theory and practice to provide exceptional customer service in both virtual and in-person contexts. Participants understand the value of active listening and posing questions to best understand and address client needs. Using scenario-based learning, participants practice empathy-driven responses and cultivate key service behaviours that are necessary to ensure winning outcomes. This hands-on program teaches the techniques to build customer rapport and assess customer satisfaction.

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Length: 16 hours

Competency Achieved

Learners will receive a digital badge upon successful course completion.

Successful completion of the Service Excellence micro-credential demonstrates the earner can effectively personalize service interactions and build meaningful experiences that exceed customer expectations.

Service Excellence micro-credential digital badge

Module 1:
Welcoming Customer Interactions

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  • Develop a process to successfully receive customers
  • Demonstrate how to effectively greet customers
  • Establish strategies that generate positive first impressions
  • Apply techniques to build customer rapport

Module 2:
Exploring Customer Needs and Wants

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  • Understand the value of asking questions
  • Build effective questioning strategies
  • Create solutions to listening barriers
  • Apply active listening techniques

Module 3:
Providing Customer Solutions

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  • Convey confidence when interacting with customers
  • Recommend customer solutions using features and benefits
  • Use empathy to address customer objections
  • Demonstrate a customer-focused problem-solving strategy

Module 4:
Concluding Customer Interactions

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  • Apply techniques that leave positive and long-lasting customer impressions
  • Define and communicate next steps when concluding a customer conversation
  • Demonstrate how to show customer appreciation
  • Identify appropriate strategies to check for customer satisfaction