Building a Successful Career in Customer Service

Are you aiming to establish a successful career in customer service?

For 27 years, MCCA has been collaborating with and supporting Manitoba's contact center industry. We are dedicated to building an inspired workforce.

Unsure of where to begin? Follow these simple steps, and we're confident you'll have the foundation for success!

Take a customer service assessment to gain insight into your compatibility with a career in customer service. Find out more at https://www.mbcustomercontact.org/evaluations.

Participate in our various training programs to acquire the skills needed for success in your position. Learn, grow, and achieve with MCCA!

Here are a list of recommended courses -

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 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. 

Dealing with Difficult People - 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.

Elevated Communication - 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. 

Sales Professional - 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.

Building Better Supervisors targets individuals who have either recently become supervisors or are targeted to become supervisors, and also serves as a great refresher for seasoned supervisors. Participants will develop an understanding of the attributes of an effective coach and processes for coaching employees to peak performance, while learning to establish performance benchmarks and the necessary supports that will help employees be clear about what is expected.

Building Better Leaders training is designed to develop innovative, effective and inspiring business leadership. The coursework examines how key leadership skills and behaviours impact employees, customers and organizational results. Learn how to use leadership behaviour to build trust and begin crafting your leadership vision to inspire others.

7 Sacred Teachings - Guiding Principles for Leadership - This 8-part series is designed for leaders with a focus on collaboration towards return to Indigenous values through the 7 Sacred Teachings. Each session will provide insight on how to use these teachings as guiding principles in leadership.

Authentic Leadership - Becoming a Leader People Want to Follow - Ethics, power, and communication are just some of the traits it takes to be an authentic leader. Most people want to know the work they do makes a difference in the world.  This session opens the concepts of authentic leadership and why we should care about becoming a leader people want to follow.

OUR TRAINING IS:

Expert-Led: MCCA courses reflect the knowledge and experience gained from nearly 30 years of successful contact center training. Each of MCCA's instructors is an industry expert, with a working knowledge of contact center educational best practices that make a lasting impact on students.

Full-Service: Our courses and workshops cover topics in every contact center role, so you can overcome obstacles at any level. From agents to directors, and specialized positions such as quality assurance and WFM, MCCA's courses are geared toward building real-world skills that make an impact on your bottom line.

Customizable: With flexible course delivery methods to choose from, you won’t have to compromise to get the training your team deserves.

Relevant: Our content focuses on today’s most pressing topics such as process improvement, increasing employee engagement, improving service levels, optimizing operations, and raising the overall value of the organization.

Let's collaborate to enhance your contact center team.

Contact MCCA at bruce@mcca.mb.ca.