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Customer Service

Creating the Customer Experience
Our customized workshops empower employees to give ‘above and beyond’ service that guarantees customer loyalty, advocacy and ultimately growth and profitability.

Customer service excellence is not a luxury:
it is a business necessity!

In today’s competitive market, the need to deliver exceptional customer service is vital to differentiate your business from your competitors. By focusing on the key drivers of the customer experience, your team will take an ordinary service request and turn it into extraordinary experience. This human interaction has a powerful, positive impact.

Brand Loyalty Starts with Outstanding Customer Service!
Done strategically, you can position your organization for increased profits and long-term success.  We have a variety of programs to improve the skills of front line employees, managers, and teams:

  • Customer Service Boot Camp
  • Creating the Customer Experience 
  • Creating the Patient Experience
  • Experiencing your Call Centre
  • Relationship Selling
  • Dealing with Difficult Customers
  • First Impressions
  • Body Language as a power tool
  • Effective communication
  • Sales and Service using DISC

We specialize in creating customized programs for your team!

Expertise That Will Help Set You Apart
Customized programs to meet your organizations needs are a key aspect of sustainability and results. We take “customized” training a step further. Our onsite business analysis, which is unrivaled in the training industry, uses a variety of methods whereby we determine your team’s current performance level and tailor our training to elevate them to the next level.

Our unique, industry-leading approach means we’ll get to know your company by performing an in-depth, on-site business analysis. Depending on your situation, we’ll use a variety of different methods, such as …

  • Observations
  • Surveys
  • Focus groups
  • Mystery shopping
  • And more

…to determine your team’s current performance levels.

Then we will tailor our training to elevate your team to the extraordinary level your customers will enjoy and come to expect.

Recognition of Laurie's Work
White Oaks named to the Spas of America’s prestigious Top 50 Spas in Canada list.  Laurie’s two customer service programs, We Get It and We Get It 2, lead to the Ontario Chamber of Commerce nomination for a Service Excellence Award. In addition to realizing increased revenues, her client continues to receive numerous service awards and public recognition, and consistently achieves measurable outstanding member/customer experience scores.

To get details about our list of customer service training programs, contact us today by emailing or call us at 905-357-2345.

I want to thank Laurie for all the amazing training we have had over the last month or so. She has taken us from being really good to great. All of our staff here bought into “wowing” people and all I can say about Laurie is WOW. Thank you so much.
Tom Vanderlip
General Manager
PGA of Canada Executive Professional,
Peninsula Lakes Golf Club

View Tom's Video Testimonial
Hi Laurie, wanted to extend my gratitude for a GREAT 3 sessions with you in developing our leadership and further growth at Walkers. I thoroughly enjoyed the training (as well as the customer service earlier this year!) Wonderful tools, information and resources!
Jenny Jones
Walker Environmental Group Inc.
A full day workshop was created for our Customer Service department that was not only tailored to fit, but was engaging throughout. Our employees are still talking about it.
Jeannie Slade
Brand Manager
Laurie kept us all fully engaged and enthusiastic. She helped me understand that no matter what field you are in, customer service is critical and virtually the same. She inspired me to be a better leader...
Michele Martin
General Motors of Canada
I invited Laurie to speak to our staff on how to deal with difficult customers. She engaged our group with her humor and storytelling. She was able to do this with an authenticity that captured the attention of the entire room. Our staff was pleased with the tools she provided them.
Steve Richardson
General Manager
Niagara Duty Free
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• Customized Training • Creating the Customer Experience
• Team Building • Leadership Development
• Key Note Speaking • Business and Life Coaching