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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.

“Laurie is a dynamic and engaging facilitator who has the ability to make participants feel comfortable and at ease, leading to a greater level of learning transfer. We have had Laurie develop several customized training programs for our Four Diamond, Five Star property in the past, including leadership, customer service, health & safety and interview training. We find that the content of Laurie's training programs are consistently meaningful and relevant leading participants to an increased degree of involvement in the entire training process”
Ameer Wakil | Chief Operating Officer
White Oaks Conference Resort and Spa
“She is a fantastic facilitator with great energy and really has a passion for the work she does. She is engaging and very genuine in her approach (you can tell that she “walks the talk”). Like no other, she customizes programs to suit the specific needs of the client group. I have worked with many, many facilitators in my career and I have not seen anyone conduct a more extensive needs analysis or customize the program right down to the smallest detail like Laurie has! In the end, she delivered a very interactive workshop that received very positive feedback. I would recommend Laurie, and in fact I have recommended her to many colleagues, in a heartbeat!”
Jennifer Lindley | Manager
“The Town of Fort Erie was re-energized by Laurie’s “Our Focus … Our Customer” training. As a result of her mystery shopping and staff survey, we found we did transactional business really well but it was the “human” side we needed help with, and she brought out the best in all of us. Beginning with the design of the program with the senior leadership team right through to the interactive learning with our entire organization, Laurie’s customized training left us all wanting more.”
Tom Kuchyt | CAO
Town of Fort Erie
“This training was engaging, fun, and full of relevant practical application and resources for our team. Laurie’s unique value proposition is to create customized customer service training program based on our objectives and outcomes. She delivered results. Through a needs analysis she understood our business, customers and challenges. Our team went away with a renewed energy and positive attitude focused on team work and creating the customer experience.”
Allison Tyldesley | Director of Waste Management
The Regional Municipality of Niagara

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• Customized Training • Creating the Customer Experience
• Team Building • Leadership Development
• Key Note Speaking • Business and Life Coaching