Tag Archives: Municipalities

2-Day Strategic Change Management for CX Public Workshop

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.

To successfully manage change, it is necessary to attend to the wider impacts of the change and answer questions like how will our organization have to change to deliver better customer experiences? As well as considering the tangible impacts of change, it is important to consider the personal impact on stakeholders and their journey towards working and behaving in new ways to support the change.

In this highly interactive workshop, participants will learn the fundamentals of Change Management in enabling engagement and participation during change. They will also learn methodological approaches of planning, activating and managing change that will result in faster buy-in and proficiency.

This workshop provides opportunities for you to solve the behavioural change challenges that organizations encounter when faced by a need for change.

For more information, please click here (https://mycspn.com/blog/course/strategic-change-management-for-cx-success/)

To Register, please click here (https://mycspn.com/blog/events/strategic-change-management-for-cx-success-public-workshop/)

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Ontario Municipal Human Resources Association (OMHRA) Conference

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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World Class Customer Experience – Live Webinar Presented by Corey Atkinson

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 want people to talk about and remember?

This webinar will cover the must have strategies to be able to provide world class customer experience. These insights will allow you to gauge how effective your organization is at bringing to life the customer experience you imagine.

To Register, please click here 

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The Emerging Leader Part 2 – Live Webinar Presented by Corey Atkinson

Join Corey Atkinson for CSPN’s Webinar Series. Register early!

Topic: The Emerging Leader Part 2

Cost: FREE

Overview

Companies across every industry are facing complex organizational challenges that require the rapid development of new leaders. Advancing from a technical track to a leadership position requires more than solid management skills.

More than ever before, emerging leaders must quickly learn and deploy core management skills, develop a broad strategic perspective, take their leadership skills to the next level, and expand their professional and personal networks.

Emerging Leaders also need to take control of their career destiny, kick start their personal branding and embrace the concepts of self-guidance and continuous improvement.

To Register, please click here 

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Managing Difficult Clients & 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.

For more information, please click here 

To Register, please click here 

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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.

For more information, please click here 

To Register, please click here 

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3-Day Certified Client Service Specialist 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.

For more information, please click here

To Register, please click here

 

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2-Day Contact Centre Operations & Management Public Workshop

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 other, how to measure and manage their efficiency and effectiveness and finally how to optimize the operations based on the overall direction of the organization.

This workshop includes a simplified assessment survey benchmarking attendees’ contact centres against best-in-class organizations. With the results of this survey, participants can focus on the key areas for improvement and create a customized improvement plan for their centres.

For more information, please click here 

To Register, please click here 

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1-Day Coaching for Performance Public Workshop

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.

For more information, please click here 

To Register, please click here 

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