Education & PAT Schedule
- Name
- Building The Customer Experience at Your Facility
- Type
- PGA Training Academy
- Start Date
- January 8, 2025
- End Date
- April 16, 2025
- # Registered
- 0
Credit Value: 3
Cost: $375
Delivery Method: Synchronous
Specialization: Management and Leadership
Course Duration: 12 weeks (2 weeks per module topic)
Course Availability: Fall/winter delivery (one session per year)
As a PGA of Canada professional, you are at the forefront of creating exceptional customer experiences at your facility. This course will equip you with the skills and strategies to engage and retain customers while managing even the most challenging situations. Throughout this course, you'll learn how to develop a service culture that not only meets but exceeds your customers' expectations at every touchpoint.
Building the Customer Experience at Your Facility is a comprehensive, hands-on training program led by Eddie Bullock. In this course, you'll explore practical tools and frameworks for creating memorable customer journeys, from first impressions to repeat visits. Through engaging modules and collaborative activities, you will refine your leadership approach and develop a customer service model tailored to your facility's unique needs.
- Surprise and Delight
- Setting Service Standards
- Understanding Your Customers
- Managing Challenging Customers
- Developing Service Teamship
- Evaluating Customer Service
Each module includes a variety of structured activities designed to deepen your understanding of key customer service concepts and help you apply them directly to your work:
- Learn its!: Dive into structured learning content that covers the core concepts of each module.
- Discuss its!: Engage with fellow learners in discussions that enhance your understanding and provide different perspectives.
- Share its!: Receive and provide feedback on practical materials and approaches, ensuring you can implement the strategies effectively at your facility.
- Apply its!: Complete assignments that challenge you to apply what you've learned and receive feedback based on a rubric.
- Describe the key elements of a customer experience that “surprises and delights”
- Define your vision and mission for the customer experience at your facility, the underlying customer service values, and the behaviours that drive them
- Develop personas to understand your customers and how you can “surprise and delight” them at each touch point
- Apply strategies to manage customers presenting with challenging behaviours
- Foster a service culture and a sense of teamship across your facility
- Self-assess your own customer service skills, as well as evaluate those of your team and the customer service provided at your facility
- Complete all learning activities within the specified timeline (two weeks).
- Participate in discussions, share feedback, and apply concepts through assignments.
- Submit assignments for evaluation, which will be graded according to a defined rubric.
Registration is only available to PGA of Canada members.
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