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October 2018

Customer Service 101

October 24 @ 9:00 am - 12:00 pm EDT

Successful business depends on exceptional Customer Service. It is essential to understand that every employee is involved in customer service. It has been proven that customers would rather switch to another company than tolerate poor service. Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some employee. The ability to interact effectively with customers may be the critical difference between success or failure. Effective…

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Sales Relations 101

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

Understanding your own communication style and being able to quickly read others' communication preferences is the first key to building rapport and trust with a prospective client or customer. Much like an interview, how you first engage with your prospects can either begin to establish rapport and build trust or turn the prospect off. It’s critically important to understand that: “People buy from people they like and people like people like themselves!” People who are successful in sales start with…

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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…

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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…

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Workplace Motivators 101

November 7 @ 9:00 am - 12:00 pm EST

Do you know what one of the biggest factors is in leading a fulfilling career and personal life? Have you ever wondered why not everyone shares your passion for some things? Have you ever noticed that when someone doesn’t value what you do that there may be conflict? This workshop will answer these questions and more. We will explore the six higher level categories of motivators. The happiest, most productive and the most successful people in the world have one…

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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…

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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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Emotional Intelligence 101

November 14 @ 9:00 am - 12:00 pm EST

Emotional Quotient (EQ) measures emotional intelligence, or your ability to sense, understand and effectively apply the power and acumen of emotions to facilitate high levels of collaboration and productivity. Studies have shown that salespeople and customer service agents who have undergone EQ training develop more accounts, have higher sales, deliver stronger customer service and realize better customer retention than those who have not. (Consortium for Research on Emotional Intelligence in Organizations) Is this EQ training only for people in sales…

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Service That Sells Public Workshop

November 16 @ 9:00 am - 4:30 pm EST

Selling is becoming an increasingly important part of the frontline customer service representatives’ job, but few representatives have formal training. Our program helps Customer Service professionals develop the skills, knowledge and motivation they need for cross-selling and up-selling. No matter what business you are in, who your customers are, or how large your business is, the fact is that everyone would like to increase their revenue without increasing the investment. Numerous companies have discovered a simple cost effective way to…

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