ICSA Toronto Chapter

ICSA 1-Day Customer Service Certification

Conor — Fri, 06 Jan 2012 16:48:45 +0000

London, Ontario

Title: ICSA 1-Day Customer Service Certification
Location: Best Western Lamplighter Inn & Conference Centre
591 Wellington Road
London, ON
N6C 4R3
Date: April 27, 2012
Time: 9:00am – 4:30pm
Information & Registration Form: Click here
Description: This customer service course is a certificate-granting one-day workshop that will give your employees the building blocks they need to enhance their career in customer service and obtain world-wide recognition as a Customer Service Professional. The program addresses topics that include understanding customer expectations, profiling difficult customer situations, dealing with customer objections and more.

ICSA 1-Day Customer Service Certification

Conor — Fri, 06 Jan 2012 16:45:09 +0000

London, Ontario

Title: ICSA 1-Day Customer Service Certification
Location: TBD, London, ON
Date: February 23, 2012
Time: 9:00am – 4:30am
Information & Registration Form: Click here
Description: This customer service course is a certificate-granting one-day workshop that will give your employees the building blocks they need to enhance their career in customer service and obtain world-wide recognition as a Customer Service Professional. The program addresses topics that include understanding customer expectations, profiling difficult customer situations, dealing with customer objections and more.

Customer Loyalty – Still a mystery??

Scott Wells — Tue, 30 Nov 1999 00:00:00 +0000

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 appear to be the case. They were able to rhyme off their sales strategies and general corporate financial objectives with little effort, but when it came to customer loyalty strategies…I may as well have been speaking Martian.

There is an overabundance of information readily available “out there” stressing the paramount importance of customer loyalty strategies. Books, websites, blogs, research documents, survey results and success stories to name only a few.

I came across one such article that I feel sums up some fundamental ways companies can improve customer loyalty (FOR FREE!!) and why it is so critical in today’s competitive landscape.

http://www.fastcompany.com/article/seven-keys-to-building-customer-loyalty-and-company-profits

After bringing some of these strategies to life, always keeping a close eye on the ball (customer churn, customer surveys, complaint analysis, internal quality methodologies etc.) and consistently evolving to meet customer needs, I have personally witnessed the transformation from the company fighting to keep customers to customers fighting to keep the company. This “customer loyalty” is apparently some pretty powerful stuff…

What are your thoughts/strategies when it comes to customer loyalty? Any success stories you wish to share?

What is a customer journey map and how do you extract value from it?

kgwebb@sympatico.ca — Tue, 30 Nov 1999 00:00:00 +0000

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 more clinical definition of customer journey maps from Andrew McInnes of Forrester Research is, “We define customer journey maps as documents that visually illustrate customers’ processes, needs, and perceptions throughout their relationships with a company. The journey mapping process helps firms align around a shared vision of target customers, identify broken moments of truth, and get the insights they need to improve.”

To extract value and create a business case to develop your customer journey map, identify a problem that needs fixing, map out the journey and discover your broken moments of truth. For example, we were able to reduce the high cost of early customer defections by mapping customer touch points to the beginning. We discovered that by emphasizing a few key benefits to customers upfront in the sales process and by implementing a better “welcome” that we could cement our relationship into a long term relationship, critical in the insurance business. The result was significantly improved retention with a low cost proactive solution, compared with the previous much higher cost ineffective reactive “save” tactics.

To learn more about improving your business results by mapping your customer journey, become an ICSA member and join the ICSA discussion.

You Rated ICSA 100%!

Conor — Wed, 14 Dec 2011 21:31:50 +0000

ICSA Canada is proud to announce that ALL of our workshop and breakfast meeting participants rated our programs as either very good or excellent for overall satisfaction in Summer/Fall 2011. Each year we strive to improve all our programs and are looking to achieve 100% again in 2012!

Thank you to everyone who was a part making 2011 an exceptional year for ICSA Canada.

Mapping out customer experience excellence

kgwebb@sympatico.ca — Tue, 30 Nov 1999 00:00:00 +0000

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 your organization throughout their life cycle. As we remember Steve Jobs and how he changed the world of “customer experience”, we need to think beyond just selling a service or product to creating an entire experience for our customers.

For an intro to Customer Journey Mapping from MyCustomer.com, “Mapping out customer experience excellence: 10 steps to customer journey mapping” go to:

http://www.designthinkingnetwork.com/profiles/blogs/mapping-out-customer

For more tips on creating excellent customer experiences, join the ICSA conversation.

Dealing with Difficult Customers Certification

Conor — Mon, 05 Dec 2011 15:32:29 +0000

Title: Dealing with Difficult Customers Certification
Date: June 14, 2012
Location: TBD
Info & Registration Form: Click here
Description: This certification program 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 spin on negative situations.
Start Time: 09:00
End Time: 16:30

Speaking with Power

Conor — Mon, 05 Dec 2011 15:23:17 +0000

Title: Speaking with Power Workshop
Date: May 30, 2012
Location: TBD
Info & Registration Form: Click here
Description: 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.
Start Time: 09:00
End Time: 16:30

Customer Service Certification – Top 10

Conor — Tue, 29 Nov 2011 18:08:14 +0000

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. Receive training from a world-class trainer

7. Become more attractive to potential employers

6. Receive an industry-recognized certificate of achievement

5. Show appreciation to your staff and commitment to their professional development

4. Learn how to handle the most difficult customer interactions with ease

3. Promote your organization’s dedication to customer service and become an industry leader

2. Enhance your personal and professional value

1. Get ahead of the competition

1-Day Customer Service Certification

Conor — Mon, 28 Nov 2011 21:57:28 +0000

Title: 1-Day Customer Service Certification
Location: TBD
Info & Registration Form: Click here
Description: This customer service course is a certificate-granting one-day workshop that will give your employees the building blocks they need to enhance their career in customer service and obtain world-wide recognition as a Customer Service Professional. The program addresses topics that include understanding customer expectations, profiling difficult customer situations, dealing with customer objections and more.
Start Time: 09:00
Date: March 29, 2012
End Time: 16:30