Need a Speaker?
Customer Service Works offers keynotes and presentations designed to help you affirm, learn and grow. Participants will leave with information that is practical, relevant and easy to apply to produce immediate results. Consider Customer Service Works for your next conference, association luncheon, team meeting or professional development session.
Presentations are designed for 45-minute, 1-hour or 1.5-hour sessions. Prior to your session, we will work with you to understand your culture and desired results to customize examples and use your corporate language.
Results Based Coaching
How can we use coaching to support employee retention, high performance teams, individuals maximizing their strengths, succession planning, and customer satisfaction? Join us in this interactive session where we will explore and practice a C.O.A.C.H. model. Participants will leave with a method and a toolkit to support coaching in the workplace.
Celebrating Customer Complaints
View complaints as an opportunity to build loyalty, versus a “dreaded” occurrence with a negative connotation. A five-star approach is presented with strategies to effectively deal with customer complaints and problems. Explore the definition of a complaint, who complains, organizational benefits, opportunities and ways to gain on-going feedback. If you ever deal with a complaining customer, this presentation is for you!
Building a Healthy and Effective Team
Success is determined by the effectiveness with which we connect with one another. Create an environment that stimulates high team performance in the workplace through effective implementation of five systems and walk away with 60 strategies in 6 minutes.
Motivating and Inspiring Your Team
Organizations are increasingly focusing on customer loyalty versus satisfaction. We recognize the importance of retaining our valued external customers, but what about our internal customers…our employees? Staff turnover is an on-going challenge. Focus on how to maximize productivity, commitment and retention with your most valuable assets through a M.O.T.I.V.A.T.E model. Get ready to have FUN and come away with tools and strategies to motivate and inspire!
The Customer Report Card
Using the concept of a customer report card, we explore the difference between core service and quality service. Identify two factors that contribute to the customer rating: employees and technology.
Developing a Customer Recognition Program
Build customer loyalty by recognizing actions and behaviours your organization values in its customers. Explore an eight-step process with tools and strategies to build a new recognition program or enhance an existing one.
Dealing With the Dilemma of Difficult Customers
We have all dealt at one point or another with the difficult customer. This customer can drain our energy, shift our attitude, and leave us feeling like we have let our company down. In this interactive session, Jayne will work through types of difficult customers, draw connections between behaviour and needs, and provide strategies to take away and apply in your workplace.
How to Juggle Without Dropping the Balls
Time is our most valuable, non-renewable resource. So, how do you spend yours? Identify your priorities and a system to enhance balance and wellness in all areas of your life. Learn how to discover strength through stress. Come away with practical tips and strategies to implement action immediately.
The ABCs of Leadership
Leadership starts with self-awareness - understanding yourself and how you impact others. Enhance your personal effectiveness by exploring an ABC approach to leadership designed to stimulate thought, action and results!
Being Your Dynamic Self
How often do you find yourself focusing on your areas of challenge? This session focuses on how to celebrate your strengths and use them to get positive and powerful results, personally and professionally. Walk away with strategies to enhance interpersonal relationships, increase sales, or build client loyalty.
Thinking Outside of the Box
Everyone has a set of parameters, which define choices, patterns of thought, and habits. Discover what lies inside your box and the potential beyond your parameters. Unleash your creativity and incorporate concepts of out-of-the-box thinking to personal and business goals, habits, behaviors, and results.
Satisfied Customers are not Loyal Customers: Building Customer Loyalty
Are you investing more time and resources attracting or retaining your customers? What kind of story are your customers repeating about your business? Loyalty starts with the experience employees are creating for customers but needs to be supported through an organizational approach. In this hour we will explore the difference between satisfaction and loyalty and provide a series of strategies you can walk away and apply. If you want to provide exceptional versus “extra-ordinary” service and have your customers re-sign versus resign, this session is for you!
Back to the Business of Customer Service
Have you ever launched a customer service initiative or strategy, and didn’t achieve the results you expected? This interactive presentation explores answers to:
What is service from a business perspective?
How do you know your business is delivering excellent customer service?
Can we measure the return on investment of customer service?
How do you do customer service?
Jayne Kowal is the founder of Customer Service Works, a company based out of Calgary offering corporate training, facilitation, consulting, keynotes, presentations, coaching, and program development. Customer Service Works was built on a passion to assist organizations in achieving a competitive advantage based on service.
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Turn strategies into results.
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Develop skills and performance of people.
Jayne started her career in retail, worked in the recreation field for four years, and has first hand experience as a Contact Centre Manager where she designed, implemented and expanded operations resulting in greater services with reduced expenses. Jayne has has over 12 years of experience in facilitation and training, and has published a number of articles on call centres, help desks and customer service.
She has been a conference presenter at the Vitalize Conference 2007, Design Edge Conference 2007, ACCA Conference in 2004, 2006 & 2008, Women’s Leadership Forum Conference 2005, Help Desk Institute 2004 World Annual Conference and Expo, Canadian Association of Cardiac Rehabilitation Professionals Conference 2004 and a number of local association events. Customer Service Works is also proud to offer an annual Celebrating Customer Service Excellence conference as part of national Customer Service Week.
I have had the pleasure to use the services of Customer Service Works over the last couple of years. Their ability to customize for each of my clients needs on a variety of work related topic areas and create quality-learning sessions for employees is exceptional. I have had nothing but rave reviews from employees who have attended any learning and development programs or keynote sessions. Everyone walks away inspired and having learned something they didn’t know before. The sessions are interactive and very applicable to each customers’ own work culture and needs.
Sue Chambers
Health Education Workplace Wellness Director
