MuniSERV

Fundamentals for Assertiveness
2019-06-17 09:00 - 10:00 (America/Toronto)
Dear Tomorrow’s Success Story,
How badly do you want it?
John Callaway is a mediator at the Alberta Provincial Court Civil Mediation program, and a facilitator of workplace conflict resolution and assertive communication programs.
In John’s Accelerator Group you will learn techniques for assertive communication – and avoid being aggressive. Achieve improved outcomes in all aspects of life, both personally and professionally.
Starts June 17. $21.50/session.
Max 8 people per group. Don’t miss out – sign up today at: https://levellingup.ca/sages/john-callaway/
LevellingUp’s unique approach to skills development bridges the gap between knowing HOW TO do something, and EXPERTLY PERFORMING that skill. At least 40% of Fortune 500 CEOs have an executive coach – why not you?
Receive feedback from a proven expert as you put knowledge into practice. Rapidly grow your skills, gain experience & confidence. Discover your true potential.
The experts you want. The skills you need. No one standing in your way.
www.LevellingUp.ca
@John Callaway
#LevellingUp #PeopleHelpingPeople #LevelUp #Leadership #Goals

Conflict Resolution
2019-06-14 09:30 - 16:30
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.
To Register, please click here

Head to Heart Leadership
2019-06-13 20:00 - 21:00
Dear Tomorrow’s Success Story,
How badly do you want it?
Scott Benham is a John C. Maxwell certified speaker, coach, & trainer, and holds the role of EVP of Sales with The John Maxwell Team.
Taking lessons from John C. Maxwell book’s “21 Irrefutable Laws of Leadership”, in Scott’s Accelerator Group you will learn to apply leadership principles in pragmatic ways, in real-life situations and circumstances.
Starts June 13. $43/session.
Max 8 people per group. Don’t miss out – sign up today at: https://levellingup.ca/sages/scott-benham/
LevellingUp’s unique approach to skills development bridges the gap between knowing HOW TO do something, and EXPERTLY PERFORMING that skill. At least 40% of Fortune 500 CEOs have an executive coach – why not you?
Receive feedback from a proven expert as you put knowledge into practice. Rapidly grow your skills, gain experience & confidence. Discover your true potential.
The experts you want. The skills you need. No one standing in your way.
www.LevellingUp.ca
@Scott Benham
#LevellingUp #PeopleHelpingPeople #LevelUp #Leadership #Goals

Managing Difficult Client & Situations Public Workshop
2019-06-13 09:30 - 16:30
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.
To Register, please click here

Strengths Self-Investment
2019-06-12 21:00 - 22:00
Dear Tomorrow’s Success Story,
How badly do you want it?
Pam Danyluk is a trained CliftonStrengths Coach, as well as a Senior Project Engineer and Project Manager.
In Pam’s Accelerator Group, you will discover your innate talents, and investigate how to focus your strengths on personal, team, or leadership challenges. You will achieve exponential improvement in areas of talent by focusing on developing your specific strengths.
Starts June 12. $20/session.
Max 8 people per group. Don’t miss out – sign up today at: https://levellingup.ca/sages/pam-danyluk/
LevellingUp’s unique approach to skills development bridges the gap between knowing HOW TO do something, and EXPERTLY PERFORMING that skill. At least 40% of Fortune 500 CEOs have an executive coach – why not you?
Receive feedback from a proven expert as you put knowledge into practice. Rapidly grow your skills, gain experience & confidence. Discover your true potential.
The experts you want. The skills you need. No one standing in your way.
www.LevellingUp.ca
@Pam Danyluk
#LevellingUp #PeopleHelpingPeople #LevelUp #Leadership #Goals

Delivering Responsive Customer Service Public Workshop
2019-06-12 09:30 - 16:30
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.
To Register, please click here

3-Day Certified Client Services Specialist (CCSS©) Designation Bootcamp
2019-06-12 09:00 - 2019-06-14 16:30
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.
To Register, please click here

Overcoming Speech Anxiety & Barriers to Effective Communication
2019-06-04 18:00 - 19:00
Vicki Goodfellow Duke is a professional public speaking coach, and has been teaching Public Speaking, and Rhetoric at Mount Royal University since 1991. She was a National Examiner for Speech and Drama for The Royal Conservatory of Toronto from 1996 to 2001.
In Vicki’s Accelerator Group, you will learn and practice: how to overcome speech anxiety, how to overcome barriers to effective communication, how to design a successful presentation, and how to use PowerPoint effectively.
Starts June 4. $37.75/session. Please note the time below is MDT
Max 8 people per group. Don’t miss out – sign up today at: https://levellingup.ca/sages/vicki-goodfellow-duke/
LevellingUp’s unique approach to skills development bridges the gap between knowing HOW TO do something, and EXPERTLY PERFORMING that skill. At least 40% of Fortune 500 CEOs have an executive coach – why not you?
Receive feedback from a proven expert as you put knowledge into practice. Rapidly grow your skills, gain experience & confidence. Discover your true potential.
The experts you want. The skills you need. No one standing in your way.
Learn More & Register
www.LevellingUp.ca
@Vicki Goodfellow-Duke
#LevellingUp #PeopleHelpingPeople #LevelUp #Leadership #Goals

Get Lean Six Sigma Certified - Lean Six Sigma Yellow Belt
2019-06-03 09:00 - 2019-07-04 16:30
GET LEAN SIX SIGMA CERTIFIED – LEAN SIX SIGMA – YELLOW BELT
4 days + Project
DATE: June 3, 4, 24 & 25, 2019
LOCATION: Vaughan TIME: 9am – 4:30pm
PROGRAM OUTLINE:

As a YELLOW BELT, you will gain a thorough overview LEAN Six Sigma and the; tools, techniques, and methodologies of Lean, Kaizen, and Six Sigma.

A Certified LEAN Six Sigma Yellow Belt is a professional who is versed in the basics of the LEAN Six Sigma Methodology and who supports improvement projects as a part of a Team or conducts small projects on a part-time basis.

YOU WILL LEARN:
Yellow Belt training focuses on Lean Six Sigma tools and methodologies. This training has been designed to fit the needs of government and public sector agencies/organizations through the use of hands-on activities and presentations.

This Yellow Belt Training is focused on providing LEAN Six Sigma with specific examples of continuous improvement projects. Participants will be able to apply the LEAN Six Sigma tools and methodologies to be more effective and efficient.

Ontario Municipal Leadership Institute
Learn more and Register

Customer & Employee Experience - 22nd Annual Conference
2019-05-28 09:00 - 2019-05-29 17:00
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 EX programs they’ve built that ignite new business opportunities, expand customer relationships, and grow revenues in public and private sectors
• Network with and learn from some of the brightest minds in your field – colleagues, exhibitors, thought leaders
Don’t Miss Out: This conference is sold out every year, so register early to secure your seat. We promise you will DISCOVER new insights, LEARN from the best, and be INSPIRED to drive real change to achieve CX & EX success.
25% Discount (off regular rates) for Public and Not-For Profit Sectors Attendees
CONTACT US
info@mycspn.com | 905-477-5544 | http://conference.mycspn.com/ | 25 Royal Crest Court – Suite 201, Markham ON L3R 9X4

Get Lean Six Sigma Certified - Lean Six Sigma White Belt
2019-05-22 09:00 - 16:30
GET LEAN SIX SIGMA CERTIFIED – LEAN SIX SIGMA – WHITE BELT
DATE: May 22, 2019
LOCATION: Burlington TIME: 9am – 4:30pm
WORKSHOP OVERVIEW:
A one-day workshop developed to create an awareness of the means of deploying and the impact that a LEAN Six Sigma initiative has on an organization resulting in “Business Process Improvements” and “Cost Reductions”.
THIS WORKSHOP WILL:

Increase your understanding of LEAN Six Sigma techniques as business process improvement methodologies.
Assist you in assessing the overall impact that LEAN Six Sigma can have on your organization.
Help you to gain an understanding of the role you, as a LEAN LEADER – “Champion” can have to achieve the greatest level of success.
Share some examples of how LEAN Six Sigma has re-energized governments and provide some practical examples of its application and success.

Ontario Municipal Leadership Institute
To Learn More and Register

Speaker Series - Introduction to Business Continuity Planning
2019-05-16 13:30 - 15:30
Thursday, May 16, 2019, 1:30 PM – 3:30 PM EST
Cost: $149/person
Register now
An interactive webinar on Introduction to Business Continuity Planning. The webinar will provide an overview of the business continuity program (BCP) process from program initiation to implementation.
Learning Objectives:
Understand the scope and framework of a business continuity program.
Recognize the importance of business continuity planning for municipalities
Understand the relationship between business continuity, emergency response (ER), disaster recovery (DR), technology recovery, and crisis communications plans.
Length: 2 hours

Introduction to Lean Six Sigma
2019-05-16 12:00 - 13:30
Free Webinar – Introduction to Lean Six Sigma
May 16, 2019 – 12:00 – 1:30
Register here
Ontario Municipal Leadership Institute

Levelling Up Accelerator Group - Head to Heart Leadership
2019-05-09 20:00 - 21:00
Head To Heart Leadership
Thursdays for 8 weeks – Starting May 9th
You will LEARN to apply leadership principles in pragmatic ways, in real-life situations and circumstances. We will take from the book; “21 Irrefutable Laws of Leadership” by John C. Maxwell.
​
You will ACHIEVE higher awareness of core leadership principles in your professional and personal lives by engaging the mind & the heart in ways to self-assess and improve your leadership.
Scott started my career without any idea that professional or personal development even existed until he was handed a book that set the tone for rest of my professional life, “How to Win Friends and Influence People” by Dale Carnegie.
Adding value and serving others was a foreign concept to a corporate newcomer who wanted to climb the corporate ladder quickly, but he committed myself to it.
With persistent focus on growth and valuing others, he received a call one day that changed my life forever – a call from leadership expert John C. Maxwell to grow his Leadership Certification Program…
Learn more and join this Accelerator Group Today!

Levelling Up Accelerator Group - Growing the Leader's Emotional Intelligence
2019-05-04 09:00 - 10:00
Growing the Leader’s Emotional Intelligence​
Saturdays for 6 sessions – Starting May 4th
You will LEARN:
•how to grow the powerful EQ skills of empathy, how to diffuse conflicts and improve relationships; using practical neuroscience distinctions.
Research shows that 90% of top Performers have high EQ and 58% of job performance is EQ. Its the biggest predictor of career success. EQ will profoundly impact your choices by creating options otherwise not available. It will greatly influence your success!
Dietrich is the founder of Emotional Wealth Management Inc, a research based coaching style that integrates neuroscience into the world of Emotional Intelligence. He offers a very unique set of skills that produce long-term results in a short period of time. He has been working with people from all walks of life for over 40 years. He is a sought after speaker, published author, teacher and mentor. Dietrich has had the privilege to work with the airline industry, professional athletes, law enforcement, dental medical/ psychology practices, oil and gas, real estate, and top C-suite leaders.
Dietrich brings a wealth of knowledge and wisdom that brings real transformation. He currently resides in Calgary, Alberta with his wife Edith of 38 years of marriage.
Learn More and Join this Accelerator Group Today!

2-Day Effective Facilitation Course
2019-05-02 09:00 - 2019-05-03 16:30
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 & 3rd, 2019!
For more information, please click here
To Register, please click here

Speaker Series - Making Accessible Web Content
2019-04-26 13:30 - 14:30
Beyond a legislative requirement, accessibility and inclusiveness is just good business. This webinar will provide you with the essentials to ensure that you meet WCAG 2.0 standards and create a website that everyone can use.
Learning Objectives:
Understand the requirements and steps that you need to take to meet accessibility standards.
Recognize and know how to develop accessible content and navigation for your website
Learn how to plan future content and services with accessibility in mind from the very beginning.
Length: 1 hour
Friday, April 26, 2019, 1:30 PM – 2:30 PM EST
Cost: $149/person
Register now

Hiring the Right Asset Coordinator for your Organization
2019-04-25 13:00 - 14:00
Session Date:
April 25, 2019 | 1-2 pm EST

Asset Managers or Coordinators are suddenly in demand across North America’s local governments and other public sector organizations. Due to new regulatory or funding requirements, as well as the growing awareness surrounding infrastructure deficits, municipalities and utilities are increasingly opting to introduce a new dedicated position responsible for the coordination of asset management activities, strategy and performance. Hiring for a technical and multi-disciplinary role, like an Asset Manager, and ensuring that the chosen candidate is the right fit can be a significant challenge for an organization.

In this webinar, attendees will gain insight on how best to hire asset management expertise to compliment their organization’s unique needs. This webinar will cover the following:

How to determine the right skills and qualifications to include in a brand new posting (for many municipalities this will be the first time hiring an Asset Manager or Coordinator)
Where to post a technical job posting for maximum results
How to interview and assess candidates to ensure the right person is hired for the job – asset management is a cross-disciplinary field involving finance, public works and often the CAO, so how do you make sure the candidate meets the needs of various stakeholders?
How to onboard a new hire successfully in a role that didn’t previously exist

Additionally, attendees will learn about the Asset Management Competency Framework that CNAM, in collaboration with a collection of national partners, are developing. The Framework is to support organizational training and staff hiring. More information can be read here.
Panelists

Crystal Tan, Asset Management Coordinator, Town of Fort Frances
Iain Cranston, IC Infrastructure

muniSERV is a proud partner of PSD
Learn More & Register
Who should attend?
Asset Managers
CAOs/City Managers
HR

Communicating Change
2019-04-10 09:30 - 16:30
It is critical that organizations change – to keep ahead of the competition, to meet customer needs, to take advantage of new technology and thinking etc. We are all subjected to change in one way or another.
Why then do so many organizations fall short of successfully implementing change? Why do they fail to recognize that even the smallest change will have an immediate and often long-term impact on performance when not appropriately managed? Failure to recognize and take appropriate action at each stage of the change is costly both in terms of revenue and staff morale.
This learning experience helps participants understand the effects of change, the likely reaction and impact on the people and the business. It defines practical ways to lead and manage people through the transition of change and to be better equipped for the next change ahead.
To Register, please click here

Free Webinar - Leading the Ins and Outs of Cognitive Diversity
2019-03-29 08:00 - 17:00
Leading the Ins and Outs of Cognitive Diversity
April 17th at 11:30 a.m. EST
Our Online experience will help you explore how to build better teams and a positive workplace culture.
Based on the principles of Emergenetics, you will learn to improve communication, connection, and performance through an enlightening process of self-awareness and discovery.
Learn how the real magic happens when teams can be built synergistically, and team members can collaborate more effectively by “borrowing another person’s brain.”
This webinar address will include: •Reflective activities to connect concepts to personal cognitive strengths and team members cognitive strengths •Scientific background on how we work and establish neuro-pathways •Story-telling and activities to illustrate concepts.
Please REGISTER HERE for this exclusive free opportunity!
I sincerely hope you will take full advantage of this invitation and informative experience!
Gail Green
Office: (905) 636.0797
Mobile: (416) 659.3623
Gail.Green@EmergeneticsOntario.com
EmergeneticsOntario.com

eSolutions Speaker's Series - Take Charge with a Winning Communications Strategy
2019-03-28 13:30 - 14:30
A well-planned, consistently managed communications strategy can be the difference between advocacy from your community and an outpouring of negative public reaction.
For local governments, the value of planned messaging, channels and tactics is immeasurable. As a municipal employee, you and your team have the opportunity to share information as a means of promoting positive initiatives, as well as sharing timely, sometimes urgent news.
This webinar will give you the tools to create a roadmap for effectively communicating initiatives and accomplishing measurable outcomes. Walk away with a tried-and-tested method you can apply to any municipal communications scenario.
Thursday, March 28, 2018, 1:30 PM – 2:30 PM EST
Cost: $149/person
Register now

2-Day Coaching for Performance Course
2019-03-28 09:00 - 2019-03-29 16:30
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 March 28th & 29th, 2019
For more information, please click here
To Register, please click here

Free Webinar - Finding the Right Hire. How and When to Use Psychometrics in the Hiring Process
2019-03-07 11:30 - 12:30
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 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.
Register here
Proudly delivered by Gail Green, President, Emergenetics Ontario.

Customer Success Strategy Course
2019-03-07 09:00 - 2019-03-08 16:30
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!
For more information, please click here
To Register, please click here

Conflict Resolution Public Workshop
2019-02-28 09:00 - 16:30
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!
For more information, please click here
To Register, please click here

Managing Difficult Client & Situations Public Workshop
2019-02-27 09:00 - 16:30
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!
For more information, please click here
To Register, please click here

3-Day Certified Client Services Specialist (CCSS©) Designation Bootcamp
2019-02-26 09:00 - 2019-02-28 16:30
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!
For more information, please click here
To Register, please click here

Delivering Responsive Customer Service Public Workshop
2019-02-26 09:00 - 16:30
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!
For more information, please click here
To Register, please click here

Build Your Business Road-Map Workshop
2019-02-01 09:30 - 12:30
Build Your Business Road-Map Workshop
Are you an entrepreneur with great ideas and huge potential, yet struggling to bring those ideas to fruition?
I’ll bet!! You’re wearing a dozen hats, you have clients to keep happy, bookkeeping to stay on top of and you also need to market your business? With so much going on in your mind every day, it’s no wonder you lose sight of what is important – achieving your goals!
In this interactive workshop, we will:
– explore the theory behind radiant thinking
– identify the areas you wish to focus on in your business
– use mind-mapping to develop your business road-map
– create an action plan and set specific goals with a date to achieve them!
Register at: http://cheetahfusion.com/events/

Location: 54 Cedar Pointe Drive, Unit 1207, Barrie, ON
Date: Friday, February 1st, 2019
Time: 9:30am until 12:30pm
Early Bird Rate until December 31st, 2018 – $90+HST
Regular Price as of January 1st, 2019 is – $125+HST
**$10 per seat sold goes to Season’s Center for Grieving Children!!
Includes: refreshments, light breakfast and workshop materials.
Parking: free parking

2-Day Leading with Excellence Course
2019-01-31 09:30 - 2019-02-01 16:00
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 31st, 2019!
For more information, please click here (https://mycspn.com/blog/course/leading-with-excellence/)
To Register, please click here
