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Facilitator-Led
Training & Workshops

 

Facilitator Led training and workshops

PSN facilitator-led workshops are informative, engaging and results-oriented.

Maximize your training dollars. Workshops with the symbol AODA Compliant Training also meet the training requirements under the AODA and the Customer Service Standard.

 

AODA Compliant TrainingThe Foundations of Service Excellence              Book Now- Foundations of Service Excellence

The business landscape is changing. Delivering quality customer service and exemplar customer experiences can no longer be viewed as just a tactical business strategy. They are at the heart of an organization’s ability to succeed in an increasingly competitive marketplace.

If service excellence is to be realized then a strong service philosophy must begin at, and be managed from the top.

This workshop specifically designed for executives and managers examines the business and legal imperatives driving the move to service excellence, customer engagement and customer-focused experiences.

Find out about the risks associated with organizational complacency or not meeting customer expectations. Understand how to use the legal requirements under the Government of Ontario’s Accessibility Standards for Customer Service as the impetus to refine your customer service strategies and to increase customer loyalty and retention. Learn how a customer-centred focus can be a business asset that drives continued organizational success.

AODA Compliant TrainingImplementing the Customer Service Standard  Book Now- Implementing the Customer Service Standard

The Accessibility Standards for Customer Service, a Province of Ontario law, requires all organizations and businesses to make their customer service operations accessible to people with diverse disabilities. To comply with the Standard there are policy, training, documentation and other requirements that businesses and organizations must meet by January 1, 2012.

Knowing the requirements is important. Understanding how to implement these requirements is critical. Where do you start? How do you ensure your organization will be in compliance? How can you use the Customer Service Standard as an opportunity to enhance your organization’s overall customer service?

This highly interact workshop provides managers and staff responsible for reviewing and revising policies and implementing the requirements of the Customer Service Standard, with the knowledge, skills and tools for meeting critical compliance requirements.

Framed within the context of the principles of how to deliver exceptional service, templates, checklists, industry and sector specific examples, and scenarios provide participants with practical resources needed to implement the Standards’ requirements and to focus efforts on enhancing customer service.

AODA Compliant TrainingCustomer Service - Doing it Right                  Book Now- Customer Service- Doing it Right

All staff have an important role in ensuring customer satisfaction. However, responding to the varying needs of a diverse and changing customer base can be challenging.

The focus of this workshop is on enhancing awareness, and developing the skills required to confidently address the needs of customers in any situation, while also covering the mandated training requirements of the Accessibility for Ontarians with Disabilities Act and the Accessibility Standards for Customer Service Regulation. Participants learn what exceptional service is, how to project a customer-friendly image, and how to handle customers with varying needs.

This high impact, skill awareness and practice workshop helps participants develop the skills and practical techniques that will generate lasting impressions, make the most of every customer contact, overcome difficult customer situations and build customer loyalty.