HIGHLIGHTS

This course was made possible through funding with the Province of Ontario.

  • No admission requirements, no application process, no pre-requisites, open to anyone

  • Learn at your own pace using a computer, tablet or smartphone

  • Take up to 90 days to complete the course

  • Receive a certificate of course completion and digital badge for successfully completing the course which can be shared on social media (e.g. LinkedIn, Facebook, Twitter), downloaded as a PDF, or even embedded in an email signature

Course Description

This short course was developed in partnership with Ontario Lottery and Gaming Corporation (OLG). The was developed and made possible with support and funding through the Province of Ontario.

In this short five-hour self-directed online course, learners will explore customer service skills as it relates to Ontario Lottery and Gaming (OLG) Corporation. Learners will learn about customer service, customer care, customer experience and the customer journey to better understand and support OLG's customers.  Learners will discover why customer service matters and how important it is to meet their needs, especially when customers' expectations change and continue to evolve. Learners will learn how to provide personalized interactions with customers and recognize appropriate tone and voice as they support customers through their customer journey.

Review the curriculum below to see the topics covered.  

Learners who successfully complete the course will earn a digital badge and certificate of course completion that can be downloaded and shared via social media. 

You will have access to the course for 90 days to work through the content.

Learning Outcomes

Upon successful completion of this short course, learners should be able to:

  • Recognize the importance of customer service, customer care, customer experience and the customer journey

  • Differentiate between customer service and customer experience as it relates to OLG customer service practices

  • Identify what to do when customer expectations change and evolve and how to better support their changing needs and provide quality customer service

  • Recognize what it means to personalize interactions to provide quality customer service

  • Describe what is good customer service and customer service best practices

  • Describe how to provide customer service to diverse customers, including individuals with disabilities

  • Use appropriate steps to handle difficult situations and customers

Curriculum

    1. Questionnaire

    1. Welcome to Customer Service Skills

    2. Before we begin

    3. Micro-credential Information

    4. Modes of Learning

    5. Introduction Content

    1. Activity

    2. Customer Service

    3. Customer Care

    4. Customer Experience

    5. Customer Journey

    6. Customer Service vs. Customer Experience

    7. Quiz - Customer Service vs. Customer Experience

    8. Understanding Our Customers

    9. Activity

    10. Changing Expectations

    11. Customer Expectations

    12. Why Does Customer Service Matter?

    13. Quiz - Why Does Customer Service Matter?

    14. What do Customers Expect?

    1. Activity - What is Good Customer Service?

    2. Customer Service Best Practices

    3. Personalizing Interactions

    4. Video - Personalizing Interactions

    5. Knowing Your Products & Services

    6. Tone & Voice

    7. Activity - Tone & Voice

    8. Matching the Customer’s Tone

    9. Speaking with One Voice

    10. Active Listening

    11. Video - Active Listening

    12. Empathy

    13. Video - Empathy

    14. Staying Positive

    15. Video - Staying Positive

    1. How to Interact with Customers

    2. Serving Diverse Customers

    3. Accessibility: Serving Customers with Disabilities

    4. Video - Accessibility: Serving Customers with Disabilities

    5. Starting an Interaction

    6. Starting an Interaction II

    7. Interaction Etiquette

    8. Interaction Etiquette II

    9. Interaction Etiquette III

    10. Video - Interaction Etiquette

    11. Troubleshooting & Problem-Solving

    12. Understanding the Problem

    13. Isolating the Issue

    14. Finding a Fix

    15. Handling Difficult Customers I

    16. Handling Difficult Customers II

    17. Handling Difficult Customers III

    18. Handling Difficult Customers IV

    19. Interaction Control Tips

    20. Tip 1: Take Notes as You Listen

    21. Tip 2: Snatch & Flip

    22. Tip 3: Give a Limited Response

    23. Tip 4: Use Approved Responses

    24. Tip 5: Ask Closed-Ended Questions

    25. Tip 6: Use a Wedge Statement

    26. Ending the Interaction

    27. Customer Service Best Practices

    1. Survey

    2. Final Assessment

    3. You're Almost Done

    4. Attributions

About this course

  • $69.99
  • 66 lessons
  • 0 hours of video content

Content Contributor & Partner

Ontario Lottery & Gaming Corporation (OLG)

Classified as an Operational Enterprise Agency of the Province of Ontario, Ontario Lottery and Gaming Corporation provides gaming entertainment in an efficient and socially responsible manner that maximizes economic benefits for the people of Ontario, related economic sectors and host communities. Since 1975, OLG has provided approximately $55 billion to the people and the Province of Ontario.