Customer Contact

You may have heard it said that your IQ will get you the interview and your Social IQ will get you the job. Developing Social IQ is one of the greatest qualities of any trustworthy leader. Boosting your Social IQ will allow you to be more effective in handling challenging situations, growing trust in your teams and lead with quiet dignity. This session looks at how you can boost your Social IQ and have better communication in your workplace, volunteer capacities, communities and homes.

This Industry certification offered in partnership with University of Manitoba, Extended Education gives access to those interested in future growth as leaders in customer service management. You will gain the knowledge to become an effective leader and the fundamentals in contact centre operations and customer relationship management.

Learn how to navigate turbulent times and explore the symptoms and causes of team conflict using social awareness and emotional intelligence. Explore conflict management styles and learn how to use them strategically.

Contact Centre 101 is a 2 week course to prepare individuals for positions within the Customer Contact Centre Industry. The skills learned in the course are transferrable to any position with a customer focus.

Customer Service Professional Training provides participants with a firm foundation in the standards and strategies for success within the customer service/customer enhancement industry. This 2 day course promotes self-reflection on existing behaviours and outlines best practices and strategies for customer service based communication, including tactics for both handling and understanding difficult customers. 

The truth is that people are unpredictable. When we come across people we find challenging to interact with we often find ourselves in a state of judgment. In this session, we focus on approaching these interactions with curiosity instead of judgment. Learn strategies for interacting with those we find tricky to work with and take away new insights for maintaining control in uncomfortable situations.

Have you noticed that in this great epoch of technology and communication we are lacking effective communication and especially etiquette? Learn tips and tricks on how to get what you need from your email conversations. We provide the essential rules for more effective communication in your emails and texts. “Are your elbows on the table?”

Help build trust in our organization through elevated communication techniques. Create clarity for internal and external customers, discover the power of questioning techniques, analyze various barriers to effective communication and explore the crucial component of body language.

Emotional Intelligence is the ability to manage ourselves and our relationships effectively by identifying, assessing, and managing the emotions of oneself, others, and groups. In this workshop, we explore the key components of emotional intelligence: Self-Awareness, Self-Management, Social Awareness, Internal Motivation and Social Skills. 

Dive in with us and swim your way to higher retention and improved customer service excellence through these interactive and engaging sessions. The FISH! Philosophy helps make the ordinary extraordinary through the practices of Choose Your Attitude, Play, Make Their Day, and Be There.

Every day we are making all sorts of decisions; some with long lasting consequences. This session looks at how to increase our ability to make more effective decisions… well. Often we are making decisions based off symptoms of the problem and fail to find the root of the issue. Here we will look beyond the obvious, learn to seek alternatives, and evaluate the plan.

Good time management helps you to work smarter not harder. This session will aid you in understanding where your time leaks are and how to put a stop on wasted time.

Negotiation is not something to be avoided or feared – it’s an everyday part of life. Any time people are communicating and there are different goals in mind, negotiation is happening. Understand negotiation behaviours and learn strategies to create value in your interactions.

Most of us were taught the Golden Rule when we were young which states “Treat others the way we want to be treated”. The only problem is we don’t all want to be treated the same. The Platinum Rule helps us to understand different communication styles so we can take our conversations to a higher level.

Albert Einstein said, “If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.” In this 3 part course, we create opportunities to explore real life problems and help develop an action plan to see it through.

We know that the keys to being a successful salesperson is understand the customer, have great product knowledge, and be a savvy communicator. In this session, learn the various approaches to selling, understand how connected our customers are, and overcome obstacles while building trust.

Priorities will guide you in life's decisions and keep you on track. Most importantly, priorities will give you the confidence to say "no." Incorporate new practices to extend your planning horizon and maintain your momentum.

Increasingly business communications are done through chat, email, and text. Your customers love to have options when it comes to contacting you and many still choose the telephone. Having great telephone etiquette sets you apart and lets your customers know they are heard. In this session, we examine the techniques for great telephone communication including the importance of words, tone, and even body language.

Find the right path to customer service employment. Working in collaboration with our Partners we have identified 5 essential skills to starting a career in the dynamic customer contact industry. The course curriculum has been created and supported by the Industry.

Business writing is a type of writing that seeks to elicit a positive business response. It's a purposeful piece of writing that provides relevant information to help a reader know something or do something. In this session, you will learn the basics of several types of business documents and steps to ensure your writing fits standard criteria and is substantive, clear, correct, and easy to scan.