Exceptional Service: Managing Service Challenges

We’ve all experienced a service breakdown, either as a service provider or receiver. Depending on how that challenging situation was managed, it can leave both parties feeling frustrated and stressed. This module will expand upon a participant’s base knowledge of the Exceptional Service workshop to explore challenging service situations. Learn to manage and de-escalate stressful service breakdowns for service recovery in a manner that is healthy, positive, and productive.  In addition, participants gain insights and learn techniques for managing their own emotions and reactions in challenging situations.

Note: Exceptional Service is a prerequisite.
 


Calendar IconPlease review the Calendar of Workshops 
for current offerings.  

For information on how to register, please review the quick course registration guide.

Note:  Employees of the Affiliated and Federated Institutions will be charged $75 to attend any of these courses. Casual employees, typically, cannot enroll in OHD courses. 

Please contact ohd@uwaterloo.ca if you have questions about this matter.