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Building Customer Service

Posted: 
Thursday, January 26, 2017 - 10:06
On January 18, the Fernie Chamber of Commerce welcomed 74 participants to the Moments of Power 1-4 training sessions. Moments of Power was presented by Dr. Mark Colgate from the University of Victoria. It was a great session that taught attendees about customer service, coaching, and human behavior. 
Participants enjoyed Dr. Colgate’s engaging presentation style and content presented. Chamber Executive Director, Patty Vadnais states “I have spoken to a number of people who attended the course and they have told me they are already implementing pieces of the session into their work environments”. 
The course covered the 3 Rs of customer service – reliability, responsiveness, and relationships. Dr. Colgate then expanded on how the 3 Rs can be used to increase sales and customer loyalty. The four moments taught to the course were context, expertise, liking and problem solving. 
 
What people are saying about the course: 
“A fantastic session put on by the Fernie Chamber of Commerce. Dr. Mark Colgate was an engaging, fun and informative speaker, who touched upon so many areas of Customer Service and how to improve upon them. As such, the session not only suited a variety of business types, but endless positions within – whether front of house, Manager or Business Owner. Pretty sure anyone and everyone would benefit from it!” 
Abi Moore, Brand Manager, Fernie Brewing Company
 
“I was so impressed with the course, and am excited to implement some of the techniques right away and learn more about the others!”
Alicia Clarke, Owner, Grow Children’s Boutique
 
The Chamber of Commerce thanks Dr. Colgate for the great presentation and to event sponsors College of the Rockies, Super 8 Fernie, and the Fernie Ambassador Program. The next steps for the Chamber will be to help businesses build on the concepts from the course. 
 
 
 
Thank-you to Beyond the Summit Print & Digital Design for the photos. 
 

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