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Learn the science of service—the psychology that drives great experiences for customers and employees.

What you will learn

These popular courses include informative, actionable content based on easy to follow frameworks that are applicable whether you serve customers or colleagues locally or internationally.

After completing a final quiz, you will receive a Certificate of Completion from the University of Victoria’s Gustavson School of Business.

Modules

Level 1: Ace the 3Rs

$65 (plus tax)

This 1-hour online course shares the foundation of great service and includes a copy of Mark Colgate’s accompanying textbook: The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd.

You will learn:

• service quality, in the eyes of the customer, can be summarized in the 3Rs: be Reliable, be Responsive and build Relationships
• recommendations are driven by great service, not good service
• TOFU (Taking Ownership and Following Up) is the most important discipline in service

Level 2: Moments of power

$155 (plus tax)

This 4-hour online course identifies 4 moments of power that make a difference from the customer’s (and colleague’s) point of view.

Each moment of power summarizes findings in social psychology, behavioural science, psychology, neuroscience as well as business and applies them to service interactions.

You will learn:

• to recognize these moments of power
• how to apply them to consistently deliver on the 3Rs

The 4 Moments of Power

Moments of Power #1: Context 
Human behaviour is sensitive to and strongly influenced by its environment and other conditions that help (or hinder) people to understand the situation they are in.

Moment of Power #2: Expertise
We rely on people who appear to be experts as they tend to have superior knowledge and wisdom.

Moment of Power #3: Relationships 
We want to do business with companies that demonstrate they like us. “Liking” starts by being reliable, being responsive and then building strong relationships.

Moment of Power #4: Problem handling 
Problem handling starts by encouraging and listening to customer feedback. It becomes more effective by using the right process, interaction and outcome. This session also analyses the service recovery paradox—the fact that customers may be even more loyal after the organization has solved their problem.

Key takeaways:

• “context” is shaped by culture, our biases and mindsets
• why expertise is so important and how to build expertise proactively
• how to build professional relationships through great conversations, “going first” and having the right mindset with every customer
• how to make problem handling more effective and increase customer loyalty

Level 3a: Develop a service strategy

$179 (plus tax)

Welcome to our first of 3 manager courses. The goal is create systems that deliver great customer experiences consistently.

You will learn to develop your service strategy in 3 steps:

1. diagnose – do a SWOT of your current customer experience
2. choose your customer experience strategy
3. execute
   • create a road map to roll out execution
   • share the 3Rs with your team

Level 3b: Make service your advantage

$71 (plus tax)

Welcome to step 2 of our 3 manager courses: The goal is to build the systems that allow you to execute the strategy. Systems will include operational processes, HR practices and processes, including team and individual scorecards. At the end of this step, you will have prepared the ground for a customer-centric service culture.

You will learn how to:

• customize the implementation road map
• build your service system
• enhance your customer-centric culture

Level 3c: Coaching for better performance

$179 (plus tax) 

If you have a coach or if you coach someone, that is a great start. Key to success will be to build a system or program around coaching to create a coaching culture.

By embedding coaching, you will create the communication lines and feedback loops that are needed to tie together your service strategy and individual contributions. If consistently done across the organization, you will create a more flexible organization built on a growth mindset and elevate service.

Cancellations

Refunds can be provided for program cancellations if received prior to the program being initiated. No refunds will be provided after program start. 

Instructor

Mark Colgate

Mark Colgate

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