Northumberland Tourism


Service Excellence Online Course

Customized specifically for the Kawarthas Northumberland region, "Service Excellence Dynamics" provides customer service training for front-line tourism and hospitality professionals.  In one hour,  this free online course will teach you best-practice learning techniques which will help you grow your loyal customer base.  Upon successsful completion, participants will receive a certificate . Obtain your access code to begin. 


Customer Service Counts 

Customer service has the potential to seriously undermine - and elevate - a company's credibility among consumers according to the latest iteration of Bensimon Byrne's ongoing Consumerology Report. The report found that customer service is a key decision point for Canadians, surpassing even brand attributes or environmental, ethical and made-in-Canada claims.

"Canadian consumers are telling us that the service proposition simply can't be ignored," said Jack Bensimon, president of the independent Toronto agency. "The good news is [that] a strategic investment in customer service produces a clear and direct return."

Survey by: The Gandalf Group
Methodology: The English and French survey of 1,500 Canadians was conducted from July 26 to Aug. 7, 2012

Key findings:
. In the past year, 56% of Canadians say they have left a store or stopped using a particular brand or product because of a poor customer service experience
. Nearly half (49%) of Canadians have avoided a product or store they have never tried after hearing of a friend or family member's poor customer service experience
. The majority (51%) of unhappy customers are likely to share a bad experience with others, but only 31% will let the service provider aware of their displeasure
. 43% of Canadians will seek out a brand because of a good review or referral
. The pharma sector has the smallest gap - 8% - between customer expectations and delivery. The widest gaps are in government (37% for federal and provincial, 35% for municipal), telecommunications (-36%), law firms (-34%) and major airlines (-31%)
. 81% of Canadians cite friendly and polite associates as the most important customer service criteria

From Customer Service Counts, Chris Powell of Marketing Magazine- Canada Sept 2012