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Customer Service
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Certification Content
Introduction
Module 1: Definition and Relevance
Module 1-1: Customer Service Definition
Module 1-2: Reflect and Connect
Module 2: Essential Skills and Traits
Module 2-1: Reflect and Connect - The Disney Way
Module 2-2: Investigate and Describe
Module 2-3: Your Customer Service Skills and Traits Action Plan
Module 3: Surprise and Delight
Module 3-1: Investigate and Describe
Module 3-2: Brainstorm Surprise and Delight Strategies
Module 4: Typical Customer Scenarios
Module 4-1: Helping Unhappy Customers
Module 5: Customer Service in your SHSM or Co-op Sector
Module 6: Customer Experience
Module 6-1: Definition of Customer Experience
Module 6-2: Customer Experience Vs. Customer Service
Module 6-3: Improving the Customer Experience
Submission
Extension Module: Lean Six Sigma
Extension Module: Ontario Vehicle Innovation Network (OVIN)
Customer Service
Module 1-1: Customer Service Definition
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