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Elevate your performance and career with courses designed for the real world

Customer Service Excellence:

8 Moments of Power

Discover how to shape and direct your relationships and projects

The aim of this course is to demonstrate how to win and keep customers through relatively unknown human behaviours and business principles. These eight 'moments of power' - when used appropriately will enable you to build more successful relationships with your customers, assist in delivering world-class service and sell more effectively.

 

Participant Perspective: Don

Objectives

  • to more completely understand how human behaviour can lead to business success
  • appreciate the importance of ethically executing these moments of power
  • the importance of not clumsily wasting these opportunities
  • to understand not only what the eight moments of power are but also an appreciation of the 'moments' that make them powerful
  • to be aware that it is the practice of executing these moments of power that is the key to success - not just knowing them

What You Will Learn

Moment of Power # 1 - Expertise - we rely on people who appear to be an expert as they tend to have superior knowledge and wisdom on what we should do next.

  • It starts by reactive expertise (confidence, look, titles, knowledge etc.)
  • It is more effective by proactive expertise (educating the customer, anticipating customer needs etc.)

Moment of Power #2: Liking – we want to do business with those companies that demonstrate they like us.

  • It starts by being reliable, being responsive and building relationships through great conversations, praise and cooperation/win-win
  • It is more effective by liking the one you are with, using the customer's name and discovering similarities

Moment of Power #3: (not) Losing – we get anxious when things that we want (or think we want) appear to diminishing or have disappeared. People always want more of what they can have less of.

  • It starts by information suggesting that something is rare, dwindling in availability or the loss attached to something
  • It is more effective by loss or loss framing, unique benefits, limited time, competition and exclusive information

Moment of Power #4: power of a promise – once people make a choice/take a stand, they will encounter personal and interpersonal resistance to behave consistently with what they have previously said or done. Commitments often grow their own legs

  • It starts by prior choices, progress towards a goal, and taking a stand
  • It is more effective by commitments that are active, public, and voluntary

Moment of Power #5: Power of Context – human behavior is sensitive to and strongly influenced by its environment and other conditions that helps (or hinders) people understand the situation they are in. We are interested in how we can shape the context for the customer.

  • It starts by lack of control
  • It is more effective by the environment, choice and contrast

Moment of Power #6: Going first – people are obliged to give back to others (and even strangers) who have given to them FIRST.

  • It starts by gifts and concessions (rejection-retreat principle)
  • It is more effective when gifts are significant, personalised and unexpected

Moment of Power #7: Power of the Crowd – we decide what's appropriate in situations by examining what others are doing.

  • It starts by evidence of what others are thinking, feeling or doing
  • It is more effective by many others, similar others and uncertainty

Moment of Power #8: Problem Solving – customers may be even more loyal after you have solved their problem than before. This is called the service recovery paradox.

  • It starts by encouraging and listening to negative customer feedback
  • It is more effective by using the right process, right interaction and right outcome in solving the problem to create a sense of fairness

Who Should Attend

  • Project Managers
  • Business Analysts
  • Salespeople
  • Team Leaders
  • Managers of service staff
  • Executives
  • Small/medium-business owners

Fees and cancellations

Course tuition for the 8 Moments of Power course includes:

  • lunch and refreshments
  • course materials

$1254.75 ($1195 plus G.S.T. including refreshments, lunch and all course materials).

Team Savings:

  • Save 10% per registrant with a group registration: 3 or more people from the same organisation registering at the same time.
  • Seating is limited so register today! Please fill out the online registration form and select 10% group discount as the payment option.

*Discounts cannot be combined with any other discount or special offer.

 
Cancellations
A full refund can be issued for written cancellations received a minimum of 21 days before the program start date. Cancellations received with less than 21 days notice will be refunded less a $200 administration fee.

Faculty

Dr. Mark Colgate is an expert in service excellence. He has won numerous teaching awards, most recently the University of Victoria Harry Hickman Award for Teaching Excellence in 2013. Mark has recently returned from 3 years as the General Manager of Customer Satisfaction at Commonwealth Bank of Australia, the 10th largest bank in the world. Mark has taught the 8 Moments of Power in New Zealand, Australia, Ireland and China where he is a regular professor at the China European Business School in Shanghai - the leading business school in China. He has also consulted for many companies such as TELUS, Sony, Schneider Electric, Bank of New Zealand, Kiwi Experience Tourism Bus Company, the BC government Public Service Agency and Toyota Financial Services.

Professional Development Units (PDUs)

Attendees to this program are entitled to 14 Professional Development Units from the Project Management Institute® upon completion
Project Management Insitute Logo

  My only regret is not taking this course two years ago. The information presented is clear with practical applications. There are many "aha" moments throughout this course with lots of participation and working in groups.”

Megan Shurko 8MoP 2015, Business & Clinical Coach, Watermark Dental Group

  The course was fast-moving and each moment of power built on the previous one. Mark presented the material in a fun, fast-paced, engaging way. All participants were encouraged to contribute to their level of comfort.”

- Jo Scott 8MoP 2015, Vikes Athletics and Recreation, University of Victoria

  Mark was engaging, knowledgeable and made learning the information an enjoyable experience. I will recommend this course as it can be applied to both professional and personal life situations & experiences. Well worth the investment!”

- Miles Homer 8MoP 2014, Civil Servant, BC Government

  Great session, Mark is very engaging. 8 moments of Power is great for both professional and personal goals and opportunities to be obtained."

Kim Francis, 8MoP 2012, Manager of Sales & Clinical Services, Angel Accessibility Solutions

  Clear, engaging an entertaining instruction from a very informed instructor. Content is thoroughly applicable and theory will be immediately put into use.”

- Andrew Langford, 8MoP, 2013, Front of House Manager, Strathcona Hotel

  This was the most valuable course I've ever taken!

- Masa Matsumoto, 8MoP 2013, Customer Service Representative, Black Ball Transport

  From beginning to end the course 8 Moments of Power was excellent. I learned new things and what I knew previously was reinforced. I highly recommend this session.”

- Ken Henry, 8MoP 2014, Acting Executive Director, Province of BC Labour Programs

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Dates and Location:

May 3-4, 2017
9:00 am – 4:30 pm each day

Fee: $1254.75 ($1195 plus GST) including refreshments, lunch and all course materials.

This course takes place at:

Vancouver Island Technology Park
#2201 - 4464 Markham Street
Victoria, BC V8Z 7X8
Canada

To discuss this course further:

call 250.721.6429 or email: epcoord@uvic.ca

Contact: University of Victoria, Peter B. Gustavson, School of Business
   PO Box 1700 STN CSC, Victoria BC V8W 2Y2, Canada
  1-250-721-6429 epcoord@uvic.ca
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