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NPS (coming soon)
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Satisfaction (coming soon)
THE BASICS
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WHY THIS PROGRAM
Customer Service
With the rise of social media and smartphones, customers are sharing their opinion on service levels in more public forums. Students will examine the customer’s relationship to an organization and how sometimes good intentions create poor experiences. Completing this certificate will humanize the role of the customer and that of providing impactful consumer experiences.
SHSM Sectors
Agriculture, Arts and Culture, Aviation and Aerospace, Construction, Energy, Environment, Food Processing, Forestry, Health and Wellness, Horticulture and Landscaping, Information and Communications Technology, Justice, Community Safety, and Emergency Services, Manufacturing, Mining, Non-profit, Sports, Transportation
Establishing the difference between customers and consumers creates the foundation for designing high-impact experiences.
- DISCUSSION: Customers and consumers influence service design and delivery.
- ACTIVITY: Small Group Concept Mapping & Group Sharing
- OUTCOME: Each participant can evaluate the relationship between customers and consumers and effective customer service within the scope of their sector.
Humanizing the standardization and automation of customer and consumer experiences.
- DISCUSSION: Evaluating the work of Steven S. Little to find opportunities for Milkshake Moments.
- ACTIVITY: Compare and Contrast Shared Experiences with service as both a provider and consumer.
- OUTCOME: Each participant can identify how to effectively insert humanization into a service delivery model.
MORE DETAILS
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Additional Information
Each module contains a minimum of one learning activity which must be completed.
Each certificate has an End Point Assessment (EPA) which provides evidence of competency in the topic of the certificate. The EAP is also the summative assessment for the training.
All students who complete all modules and the final assessment with a pass will have a certificate mailed to the high school for their portfolio.
360 evaluations are central to ensuring the quality assurance of program delivery. Each student and the registering faculty member will be sent a feedback survey.
Data captured is aggregated to provide a net promoter and satisfaction score. This information is provided to the SHSM Lead for the school and the District Board.
Payment for training is due at the end of the training session. There are two methods for payment:
- Cheques: Payable to Guild House Technical Institute
- eTransfer: shsm@guildhousetech.ca
Purchase orders or credit card payments must be arranged before booking a training session.
Course Linkages
- BMX3E - Marketing: Retail and Service
- TEJ3E - Computer Technology
- TEJ4E - Computer Technology
- TFJ3C - Hospitality and Tourism
- TFJ4C - Hospitality and Tourism
- TPJ4E - Health Care: Support Services
Calculation & Explanation of Rates
- Teaching Estimate $15.00
- Consumable Estimate $1.00
- Formative Assessment Estimate $NA
- EAP Estimate $1.50
- Fixed rate for Credential $2.75
- Administrative Estimate $1.00
- Eligible Cost Margin $3.75
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Guild House Technical Institute envisions a future where vocational and technical education thrives in parity with all other post-secondary pathways.