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THE CUSTOMER EXPERIENCE IS THE DIFFERENTIATOR FOR EVERY ORGANIZATION.

The CCSS© Designation provides organizations with the mindset and mechanics to maximize the Customer Experience at very touchpoint.

Join us to learn how you can take your Customer Experience to the next level.

ENGAGE. EDUCATE. EMPOWER.

CERTIFIED CLIENT SERVICE SPECIALISTDESIGNATION PROGRAM

AGENDAJune 18-20, 2019 | 9AM - 4:30PMDay 1 - Service Excellence & Managing Difficult Customers Day 2 - Conflict ResolutionDay 3 - Managing Change Effectively

Location: Burnaby, British Columbia

Limited reservations available - book your spot today!If you cannot attend this session, we have another session on October 1-3, 2019.

*Each program will include a CCSS© Designation Exam.

Reserve your seats today by registering: Online | mycspn.com/networking/upcoming-events/ Phone | 905-477-5544 Email | info@mycspn.com

Receive Industry RecognitionGlobal recognition and accolades for achieving your Designation, helping you elevate your personal and professional brand.

Immersive Learning ExperiencesAccess to certified world-class facilitators who are recognized for their engaging delivery and content expertise.

Access to Cutting Edge Information Join the CSPN Community and receive free access to information, tools, techniques, and resources that will help you continue to excel in your career.

Join a Dynamic Professional NetworkOpportunity to attend on-going and exclusive CSPN and industry networking events that support your profession, and continued professional development.

OUR FACILITATOR

Corey AtkinsonVP, Strategic Learning & Development

CSPN

3 - D a y C e r t i fi e d C l i e n t Services Specialist (CCSS©) D e s i g n a t i o n B o o t c a m p

ARE YOU CUSTOMER OBSESSED?EARN YOUR CCSS© DESIGNATION ON

JUNE 18-20, 20199AM - 4:30PM | Burnaby, BC

BENEFITS TO EARNING YOUR DESIGNATION

Member Rate Non-Member Rate

1-Day Course $499 + TAX $599 + TAX

3-Day Bootcamp $1,447 + TAX $1,772 + TAX

Course

CCSS DESIGNATION – WHAT’S IN IT FOR YOU?

CCSS© Designation is an immersive learning experience that provides both new and seasoned performers with the insights, strategies and confidence to take their customer‘s experience to the next level. Today’s consumers are no longer just buying a product or service from a company, they are also buying the experience. Statistics show that 88% of customers prefer doing business with a company that provides world-class service over a company that does not. This learning experience teaches participants the foundational pillars of what world-class service is and how to deliver it to your customers, consistently. Ideal for anyone who wishes to improve their client experiences and provide a superior level of service.

DAY 1 - SERVICE EXCELLENCE & MANAGING DIFFICULT CUSTOMERS

A great customer service experience is vital to the success of a company, and delivering that service is what shapes the customer experience. You will learn how to better understand customer expectations, profile difficult customer situations, and deal with customer objections using a proven model for effective complaint resolution. It also goes over how to use assertive techniques and positive language to diffuse difficult situations, reduce stress, promote team camaraderie, and create a positive customer experience resulting in win-win situations.

Difficult customers and situations at work will always arise. Learning how to manage stress and handle complicated circumstances is a valuable and necessary skill. Participants will learn about the art of dealing with difficult customers and scenarios while at work. They will practice how to manage conversations, empathize with clients, identify triggers, negotiate, and most importantly, protect themselves emotionally and mentally on the job.

DAY 1 - MODULES• The Value of a Customer• Handling Customer Interactions• Responsive Service Cycle Framework• Communication & Service• Team Work & Internal Customers• Understanding Angry and Hostile Behaviour• Difficult Conversation Model• Managing the Conversation• Maintaining Self Control• Not Taking Difficult Customer’s Behaviours Personally

DAY 3 - MANAGING CHANGE EFFECTIVELY

With today’s business models, customer expectations and employee engagement forever evolving we all need to move out of the status quo to be adapting to change so that we all can deliver the products or services our customers demand. At the same time, organizations are evolving the employee experience to ensure it meets their employees’ needs and inspires them to deliver more and stay longer.

Participants will learn key steps to manage change from all perspectives – in themselves, with their team members and within the organization. This increased ability to navigate changing business environments will result in higher level of performance and employee engagement.

DAY 3 - MODULES• Change Really Starts Here• Understanding The Change Curve• Managing Change: Obstacles & Opportunities• Creating a Change Management - Action Plan

DAY 2 - CONFLICT RESOLUTION

Have you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other.

Conflict comes about from differences – in needs, values and motivations. Conflict is not a problem in itself – it is what we do with it that counts. This program teaches you the techniques for proper conflict resolution that will leave you feeling satisfied and content.

DAY 2 - MODULES• Causes of Conflict• Overcoming the Most Common Reasons of Conflict• Communicating with Intent• Using the Correct Conflict Strategy• Communicating for a Win-Win• Prevent Conflict Proactively

ABOUT COREY ATKINSON

As VP of Strategic Learning & Development for CSPN, Corey Atkinson has a wealth of experience in leadership, management client service and business development, and focuses on supporting others to realize their objectives ahead of projected target dates. He has a sharp eye for what is required for organizations and individuals to develop their performance edge in business today.

He has coached and trained over 5,000 professionals from all industries and worked with over 200 organizations. A seasoned facilitator, consultant, and certified trainer of Personality Dimensions, he is an avid developer of accelerated learning methodologies and experiences, programs and systems – all designed to turbo-charge learning for rapid development.

Passionate about helping others build skills and strategies, he has delivered many keynote presentations and customized learning solutions for different organizations – for-profit, non-for-profit, private and public. Corey has delivered customer service and customer experience programs to organizations in every industry and consistently receives great feedback on how to make his strategies of everyday business.

TESTIMONIALS

Here what others have to say about the CCSS© Program. Click on the images to the right to view a video testimonial from Selloff Vacations, Green Shield Canada and Caesarstone.

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The content was well aligned with our team's daily challenges. Corey did an amazing job carrying the team through the learning journey. He was engaging, connected and had high energy!

The training was phenomenal. Definitely a lot of learning opportunities as a leader and knowledge on how to produce high performing teams.