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February 2019

3-Day Certified Client Services Specialist (CCSS©) Designation Bootcamp

February 26 @ 9:00 am - February 28 @ 4:30 pm EST

The Certified Client Service Specialist (CCSS©) program offers participants  the tools, techniques, and effective customer service skills required in today’s demanding work environment. Whether you work in private, public, or not-for-profit organization you will take away up to date information needed to succeed in the work place. Our world class certified facilitators with their engaging delivery style and relevant up to date content have delivered to hundreds of participants globally. Our programs are certified and accredited by Canadian Council of…

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Delivering Responsive Customer Service Public Workshop

February 26 @ 9:00 am - 4:30 pm EST

This course qualifies as one prerequisite towards CCSS© designation A great customer service experience is vital to the success of a company, and delivering that service is what shapes the customer experience. This training program is ideal for anyone who wishes to provide their valued customers with a premium level of service. you will learn how to better understand customer expectations, profile difficult customer situations, and deal with customer objections using a proven model for effective complaint resolution. It also…

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Managing Difficult Client & Situations Public Workshop

February 27 @ 9:00 am - 4:30 pm EST

This course qualifies as one prerequisite towards CCSS© designation Does your organization work with difficult clients? Are you interested in learning how to manage your stress and handle complicated circumstances while at work? If you answered yes, then this program is for you. This workshop is designed to teach you all about the art of dealing with difficult customers and scenarios while at work. You will learn how to manage conversations, empathize with clients, identify triggers, negotiate, and most importantly,…

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Conflict Resolution Public Workshop

February 28 @ 9:00 am - 4:30 pm EST

This course qualifies as one prerequisite towards CCSS© designation Have you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity, absenteeism and high turnover. Conflict comes about from differences…

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March 2019

Customer Success Strategy Course

March 7 @ 9:00 am - March 8 @ 4:30 pm EST

Every touchpoint throughout the customer journey – whether B2C or B2B – matters. Effectively managing this journey is critical to success for both the customer and the service provider. Once onboard and using the service, customers need to feel that they have your organization’s support at every level. Yet, too often organizations complete implementation in a strong proactive manner, and then move to a reactive strategy. Organizations must develop and utilize a customer success experience that defines tasks, milestones, and…

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Free Webinar – Finding the Right Hire. How and When to Use Psychometrics in the Hiring Process

March 7 @ 11:30 am - 12:30 pm EST

Encore Presentation - In Case You Missed It Free Webinar - Finding the Right Hire, How and When to Use Psychometrics in the Hiring Process Time: Mar 7, 2019 11:30 AM EST, 12:30pm AST, 1:00 p.m. NST More and more companies are recognizing the importance of developing pre-employment strategies as part of their recruitment and selection process, in order to recruit the right people and build the right teams. You know that making the wrong hire can be a very expensive…

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2-Day Coaching for Performance Course

March 28 @ 9:00 am - March 29 @ 4:30 pm EDT

Most organizations would say that their company has a “coaching culture” and that the number one priority of its team leaders is to coach. However, studies show that number of centres where this is a reality is very low. It comes as no surprise that those centres which do have a real coaching culture have the lowest attrition, the most motivated staff and the best at satisfying the demands of their customers. Staff job descriptions almost always include the fact…

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May 2019

2-Day Effective Facilitation Course

May 2 @ 9:00 am - May 3 @ 4:30 pm EDT

The Effective Facilitation program builds a strong foundation of knowledge in both practice and theory for facilitation success. Knowing the techniques to use and how to effectively facilitate in different situations – meetings, presentations and training sessions - in today’s environment is critical.  With its focus on asking rather than telling, and listening to build consensus, facilitation is the new leadership ideal, the core competency everybody needs. During this 2-day program, you will gain an understanding of the full cycle…

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Customer & Employee Experience – 22nd Annual Conference

May 28 @ 9:00 am - May 29 @ 5:00 pm EDT

Join us for 2 inspiring days, with industry experts dedicated to helping you and your organization achieve breakthroughs in CX and EX. Here’s what to look forward to: • A bucket-list-worthy lineup of main stage speakers will break down their pivotal moments in achieving CX and EX greatness • John F. Lettieri (CEO & President of HERO Certified Burgers) • Duncan Bureau (President of Air Canada Rouge) • Lisa Lisson (President of FedEx) • Leading brands will share CX and…

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