Customer Service Awards
May 16th, 2012 // 5:32 pm @ Conor
Each October, ICSA Toronto Chapter hosts an annual awards gala called Staff Appreciation Night. The annual awards are given to those who excel as customer service representatives, leaders, teams, coaches, trainers and service centres as a whole. Nominations are now being accepted. Send in your forms today! Winners are announced and presented with trophies and certificates at [...]
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Speaking with Power
May 16th, 2012 // 5:24 pm @ Conor
May 30, 2012. This workshop will aid all participants in helping to deliver the message to both internal and external clients so they will want to choose your ideas, company’s products or services over other presenters. Click here for more information.
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Dealing with Difficult Customers
May 16th, 2012 // 5:00 pm @ Conor
June 14, 2012. This accredited program is one of ICSA Toronto Chapter Members’ favourites. This workshop is designed to take the HEAT out of customer complaints in order to deal effectively with difficult customer situations. This results-focused skill development program will show you how to build productive long-term relationships, maintain customer loyalty, and put a positive [...]
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ICSA Beehive Breakfast Meeting – Reducing Stress and Improving Productivity Through Diet
May 4th, 2012 // 2:48 pm @ Conor
Date: June 19, 2012 Time: 8:00am – 10:30am Location: Metro Foods, 5559 Dundas St. W, Etobicoke, ON M9B 1B9 Description: Alexandra Gellman, PhD in Integrative Medicine, offers this breakfast workshop featuring exciting nutritional breakthroughs to keep you in top form physically and emotionally. Info & Registration Form: Click Here
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Delivering Operational Innovation to your Contact Centre.
March 26th, 2012 // 1:01 pm @ dollyk@cuttingedjj.com
Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Better customer relationships lead to a better bottom [...]
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15th Annual Customer Service Conference
March 5th, 2012 // 8:57 pm @ Conor
ICSA Toronto Chapter is hosting our 15th Annual Customer Service Conference on May 10-11, 2012 in Mississauga, ON. Click here to download the brochure. This year’s conference features 14 amazing speakers over two days, including presentations from Transat Tours, Ricoh Canada, SNC Lavalin O&M, and award winning Canadian author, Nina Spencer. Don’t miss out! [...]
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Customer Loyalty – Still a mystery??
January 6th, 2012 // 3:37 pm @ Scott Wells
It appears that “customer loyalty” still remains a mystery for many companies. You would think that with the volumes of data and research conducted over the past several years, corporate strategies would have adapted. Surprisingly, after speaking with many acquaintances of mine (who hold senior level potions in some fairly astute organizations) this does not [...]
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What is a customer journey map and how do you extract value from it?
December 15th, 2011 // 5:13 pm @ kgwebb@sympatico.ca
You know the quote, “Success is a journey, not a destination.” Well, your customer experience initiative is a journey, too. It’s a never-ending journey. You must always be striving to deliver that ultimate customer experience. (from Annette Franz Gleneicki of CX Journey. For her blog on plotting the customer journey see: http://cxjourney.blogspot.com/2011/11/cx-journey-maps-plotting-customers.html) A [...]
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Mapping out customer experience excellence
December 6th, 2011 // 3:58 pm @ kgwebb@sympatico.ca
Customers often touch your organization through multiple channels, often for a single business transaction. Gone are the days when you can control their interactions with your organization and manage customer channels in isolation. Now is the perfect time to put on your customer’s shoes and walk their journey through each touch point and transaction with [...]
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Customer Service Certification – Top 10
November 29th, 2011 // 6:08 pm @ Conor
Have you received your certification yet? ICSA Canada provides different certification programs that cater all levels of an organization. Here are the top 10 reasons why you become a Certified Customer Service Professional (CCSP): 10. Network with and hear stories from other customer service professionals 9. Brand yourself as a certified customer service professional 8. [...]
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