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August 2018

3-Day Certified Client Service Specialist Designation BootCamp

August 22 @ 9:00 am - August 24 @ 4:30 pm EDT

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

August 22 @ 9:00 am - 4:30 pm EDT

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 Clients & Situations Public Workshop

August 23 @ 9:00 am - 4:30 pm EDT

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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September 2018

World Class Customer Experience – Live Webinar Presented by Corey Atkinson

September 6 @ 2:00 pm - 3:00 pm EDT

Join Corey Atkinson for CSPN’s Webinar Series. Register early! Topic: World Class Customer Experience Cost: FREE Overview: Now, more than ever, we are under a microscope. The online social media world – Google Reviews, Amazon, Yelp ,etc – is waiting to pounce with bad-good-better-best experiences to be starred, told, retold, or forgotten – in the real world. In this environment, how do we avoid the embarrassing “How did that happen?!” moments and instead drive the right customer experiences that we…

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2-Day Team Leading with Excellence Public Workshop

September 12 @ 9:00 am - September 13 @ 4:30 pm EDT

In today’s dynamic workforce, there are a lot of demands on leaders and management teams. Their responsibilities includes facilitating change management; reducing the negative effects of mergers, downsizing or rapid expansion. They also need to understand and motivate their staff and others in the organization. In other words, they need to lead their department and company with inspiring leadership skills and techniques. This course will equip supervisors, team leaders, and managers with leadership skills that will strengthen their role as…

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Effective Facilitation Public Workshop

September 17 @ 9:00 am - 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 1-day program, you will gain an understanding of the full cycle…

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Municipal Finance Officers’ Association (MFOA) Conference

September 19 - September 21

We invite you to join us at Sheraton on the Falls Hotel in Niagara Falls on September 19-21 for the MFOA 2018 Annual Conference & Trade Show. Our theme this year is “COLLABORATE - We’re Better Together”.  Register by July 31 to receive your Early Bird Member Discount DELEGATES: Click to register or for more information EXHIBITORS: Click to register or for more information  Click here to view the Pre-Conference Brochure

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Ontario Municipal Human Resources Association (OMHRA) Conference

September 19 @ 8:00 am - September 21 @ 5:00 pm EDT
OMHRA Logo

OMHRA Fall Conference 2018  Nottawasaga Inn Resort & Conference Center Alliston, ON September 19 - 21, 2018 Planning is underway! Stay tuned for the event agenda! As always, we strive to provide informative, dynamic and practical education and networking opportunities for our members, sponsors and partners. Early Bird Draw:  Register before July 31st to enter to win a bed & breakfast stay at Nottawasaga Inn Resort! REGISTER NOW! 

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2-Day Strategic Change Management for CX Public Workshop

September 19 @ 9:00 am - September 20 @ 4:30 pm EDT

As organizations continue to move forward and learn to survive and thrive in an ever-increasing competitive market, the on-going battle of strategizing methods to create new and exceptional customer experiences (CX) continues. To successfully deliver CX experiences that make tangible differences, organizations must change what is being done today in order to deliver on what needs to be done in the future. This requires organizations to fundamentally change their standard approaches and replace them with new ways of doing business.…

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1-Day Coaching for Performance Public Workshop

September 27 @ 9:00 am - 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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Influencing Others Without Authority Public Workshop

September 28 @ 9:00 am - 4:30 pm EDT

In today’s fast-paced environment of matrix and cross-functional teams, the traditional management approach of trying to exert full authority over others through compliance is risky business. Although it is necessary at times for busy professionals, team leaders, supervisors, and managers to be directive with others about getting things done, it is also likely that the productivity of individuals and teams will improve when they experience the positive effects of influence in a collaborative setting. Based on position and interest-based influencing…

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October 2018

Design Thinking Public Workshop

October 2 @ 9:00 am - 4:30 pm EDT

In an environment in which customer experience is increasingly becoming a differentiator, the thoughtful design of individual customer experiences, and of how multiple touchpoints work together as a whole, is too vital to be left to chance. Ultimately, Design Thinking jumpstarts an organizations’ creativity and transports them beyond the “go-to” options, unlocking new opportunities for creating shared value. Design Thinking is an innovative, problem solving mindset for human-centered innovation and product / service development. It uses ethnography to intimately understand…

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2-Day Contact Centre Operations & Management Public Workshop

October 11 @ 9:00 am - October 12 @ 4:30 pm EDT

A contact centre is a vital part of today’s successful businesses. Every one provides contacts through various media but there are very few organizations that operate a fully optimized contact centre. Contact centres are built on five pillars of ‘Strategy’, ‘People’, ‘Process’, ‘Technology’ and Facilities’. Managing an efficient and effective contact centre requires harmony between all these pillars (how they operate and how they impact each other). This workshop, provides better understanding of these pillars, how they relate to each…

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2nd Annual Women in Leadership Awards Gala

October 17 @ 4:30 pm - 9:30 pm EDT

We are excited to host our 2nd Women in Leadership networking and awards evening in Toronto. This event brings together Women Leaders and industry professionals - both men and women, giving them the opportunity to network, celebrate and learn in style on October 17th in the Old Mill in Toronto. This event will provide guests with the opportunity to celebrate the award finalists and winners, meet and enjoy the company of incredible men and women who are committed to customer…

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November 2018

3-Day Certified Client Service Specialist Designation BootCamp

November 7 @ 9:00 am - November 9 @ 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…

Find out more »

Delivering Responsive Customer Service Public Workshop

November 7 @ 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…

Find out more »

Managing Difficult Clients & Situations Public Workshop

November 8 @ 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, protect…

Find out more »

Conflict Resolution Public Workshop

November 9 @ 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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