2-Day Effective Facilitation Course

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 of facilitation. It will provide you with the resources, materials, and tools that can be used to confidently and effectively facilitate in any situation. You will also get the opportunity to practice what you’ve learned in a safe and supportive environment.

Join us May 2nd & 3rd2019!

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Customer Success Strategy Course

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 alignment throughout the whole lifecycle. After all, successful outcomes are the main drivers of customer renewal and expansion.

The CSPN Customer Success & Strategy Program is designed for managers and team leads looking to deliver customer success by developing the mindset, metrics and strategies they can use today. The program supports individuals and organizations in creating business focused activities to manage the customer life cycle and drive adoption, renewals, upselling and advocacy.

All businesses – traditional, subscription-based or otherwise – need to maximize customer lifetime value to be profitable and succeed. With new customer acquisition costs exceeding the cost to retain existing customers, our Customer Success & Strategy Program provides the insight and perspectives to reduce churn while expanding accounts and increasing customer engagement.

Long-term success starts with the ability and knowledge of the individuals responsible for delivering it. Customer Success is and always will be about the people and their knowledge, skills and abilities. However important those first days are, the journey to customer success is constant and never ends.

Join us March 7th & 8th!

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Conflict Resolution Public Workshop

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 – in needs, values and motivations. Sometimes it is through these differences that we complement each other, but sometimes these differences result in conflict. Conflict is not a problem in itself – it is what we do with it that counts.

It is important that we do something because whether we like it or not, conflicts demand our energy. In fact, an unresolved conflict can call on tremendous amounts of our attention. We all know how exhausting an unresolved conflict can be. It is not always easy to fix the problem but a great energy boost can come when we do. This program teaches you the techniques for proper conflict resolution that will leave you feeling satisfied and content.

Join us February 28, 2019!

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Managing Difficult Client & Situations Public Workshop

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 yourself physically, emotionally, and mentally on the job.

Join us February 27, 2019!

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

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 Professional Certification (CCPC Global) to ensure quality, content, and engaging delivery.

Completion of our certification process confers the right to use the title Certified Client Service Specialist and the right to use the initials CCSS© after one’s name.

This 3-course program offers the right blend of knowledge and skills to become an expert in all aspects of customer service delivery – everything from professionalism to customer service, to sales, handling difficult customers, and more. Upon completion of the program, you will be able to build a solid foundation for your career and gain and industry specific credential that is recognized by major organizations.

Accredited Courses Required

1-Day Delivering Responsive Customer Service

This program is ideal for anyone who deals with customers and wants to provide a more customized or personalized experience for them. This training will provide you with the skills to not only handle a customer’s immediate requests, but also provide information and recommendations to build the customer’s relationships through providing valuable conversations.

1-Day Managing Difficult Clients and Situations

This program is ideal for anyone who deals with difficult clients in various challenging situations and wishes to remain in control. The program will lay out strategies for turning negative situations into opportunities for building lifelong relationships.

1-Day Conflict Resolution

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.

Join us February 26 – 28, 2019!

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Delivering Responsive Customer Service Public Workshop

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 goes over how to use assertive techniques and positive language to diffuse difficult situations, reduce stress, promote team camaraderie, and create a positive customer experience resulting in win-win situations.

This interactive workshop is informative, fun, and provides easily applicable solutions for service excellence that are proven to work in today’s toughest customer service arena – the real world.

Join us February 26, 2019!

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2-Day Coaching for Performance Course

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 that they do coaching. However, upon further probing, we consistently discover that the quality and quantity of coaching are inadequate for producing the results that would be expected from an effective coaching program.

Join us January 31st – February 1st, 2019

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2-Day Leading with Excellence Course

In today’s dynamic workforce, there are a lot of demands on leaders and management teams. Their responsibilities include 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 the critical link between strategic goals and tactical performance. Through this development program, supervisors will learn the skills necessary to lead their teams to success.

Join us on January 17, 2019!

For more information, please click here (https://mycspn.com/blog/course/leading-with-excellence/)

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

More and more municipalities 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 making the wrong hire can be a very expensive and time consuming mistake. Not only does it result in additional costs but it can be multiplied by lost opportunities, duplicating training/on-boarding efforts of other team members, potential legal issues and much more.

In this interactive workshop webinar, you will build the skills and knowledge to develop the ideal candidate attitudes and motivators for a position, construct the perfect candidate profile, attract the correct individuals and make the right fit for your culture.

Join us on Wednesday, January 16th at 1:00 p.m. Eastern for this complimentary webinar

Please REGISTER HERE for this  exclusive free opportunity!

Proudly sponsored by muniJOBS.ca (a div of muniSERV.ca), and delivered by Gail Green, President, Emergenetics International – Canada/ Ontario.

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The Extraordinary Coach Workshop

The Extraordinary Coach (1 Day Workshop)
Toronto –
January 15, 2019

In The Extraordinary Coach Workshop, you will develop the essential coaching skills that are required to be a great leader. In addition, you will learn what extraordinary coaches do well and how you can maximize your leadership impact and inspire others to perform at their peak.

Leaders who coach and develop others have a huge impact on bottom-line results. In The Extraordinary Coach Workshop, you will develop the essential coaching skills that are required to be a great leader. In addition, you will learn what extraordinary coaches do well and how you can maximize your leadership impact and inspire others to perform at their peak.

This is a one-day, interactive, leadership learning, assessing, and planning experience led by Jim Clemmer in:

Toronto –January 15, 2019 – hosted at Centre for Health & Safety Innovation, Mississauga [Directions] [Hotel Suggestions]

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Register Now!  (don’t forget to use your muniSERV discount codes!)

Discount Code: MUNIS1 for 1 day ($150)

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