June was a month of connection, growth, and professional development for nearly 50 individuals from across the Northwest Territories who completed the SuperHost®: Foundations of Service Quality training. Delivered by the NWT Career Centre, this nationally recognized customer service program is part of a larger initiative to build service excellence across the territory.
The sessions offered an engaging and inclusive learning environment where participants explored what it truly means to deliver exceptional customer service with confidence, empathy, and professionalism.
Participants represented a range of sectors, including hospitality, tourism, retail, government services, and other customer-facing industries.
Regardless of their background, each attendee left the training equipped with practical skills and renewed motivation to support both business success and community development.
Key Skills Developed:
- Creating Positive First Impressions
Understanding how tone, body language, and professionalism influence customer interactions from the start. - Effective Communication
Practicing clear, courteous communication across various platforms, including in-person, phone, and email. - Empathetic Conflict Resolution
Learning how to handle complaints with composure and respect while staying solution-oriented. - Exceeding Customer Expectations
Exploring ways to anticipate needs and deliver memorable, high-value experiences. - Team Collaboration
Building stronger internal communication and teamwork for consistent service delivery. - Using Customer Feedback Tools
Gaining familiarity with tools like Net Promoter Score (NPS) to monitor and enhance customer satisfaction.
A High-Energy, Hands-On Experience
Training sessions were dynamic and interactive, featuring group discussions, role-plays, and peer learning activities. This approach helped bring key concepts to life and encouraged immediate application in participants’ workplaces.
As service industries continue to play a critical role in the NWT economy, investments in training like SuperHost® are essential. The success of this program highlights CDETNO’s ongoing commitment to workforce development and excellence in customer service across the North.