CUSTOMER SERVICE WORKSHOPS AND HOSPITALITY TRAINING

Maintaining a reputation for excellent customer service requires a constant effort at developing a culture of valuing clients and training CSRs to put forth the best practices that get recognized. For tourist locations, hospitality training in Canada is also key. Let's be honest, good customer service seldom gets publicized, but bad incidents often go viral. From Vancouver, Victoria and Whistler in British Columbia, to Edmonton, Calgary and Banff in Alberta, to Toronto and the rest of the GTA, Niagara-on-the-Lake and Ottawa in Ontario, and Montreal and Mont Tremblant in Quebec, THEY have you covered!

TEAM BUILDING BUSINESS CONSULTING

CUSTOMER SERVICE TRAINING

CSR WORKSHOPS FOR EMPLOYEE DEVELOPMENT

Our programs are designed to help enhance the skills that are required to improve results and to instill a desire to achieve those results. Often, the actual employees often don't even understand what goals that they should have. They instead are stuck in the middle of each call and lose sight of that overall goal.

THE GOALS OF EXCELLENT CUSTOMER SERVICE

MAKING CSR SKILLS A DRIVER FOR SUCCESS

  1. Make a Personal Connection - Customers get frustrated by push button systems and the impersonal way that they feel companies deal with them. When speaking to a human being they should feel that connection and feel appreciated.
  2. Developing Trust - A good CSR should instill the idea that they, individually, as well as the company overall, wants the customer experience to be a positive one and that you want the customer to be happy with the results.
  3. Paying Attention - A great CSR should pay attention and listen. This active listening allows a client to feel that they've gotten their message out. This gives a feeling of empathy and a satisfaction for having the grievance heard. Likewise, listening can help to anticipate the needs of the client and potentially offer alternative solutions.
  4. Returning Clients - A positive experience can result in the client returning with future purchases. This helps to smooth the process for future purchases. More sales should be the goal of just about anything you do.
  5. A Positive Vibe - If you can go a step beyond the expected, this can result in positive reviews and viral postings. This can come back in many ways to benefit the company.
why comedy

WHY COMEDY
This is a customer service training workshop to help your CSRs to think outside the box. Comedy is a great tool to achieve the mental freedom to do this. Regardless of current skills, we tailor to your team in the areas that require the most work. We can use real-world scenarios and role play to enhance their skills!

Our programs tend to be very interactive and get people speaking with one another. After all, the best way to learn something is to actually use it. This can be done for small groups as well as for large groups. depending on the size of group we would bring a different number of facilitators.
We can provide facilitators of different levels of experience. Our basic facilitators have a lot of experience with such workshops but don't necessarily have the business experience to innovate and shift with the specific questions someone might ask. This is great if you have no major problems or are trying to refresh concepts. If there are issues and you need someone with more experience, we bring heavy hitters to your group. This is someone who can walk you through more advanced issues and can help overcome whatever problems you are facing.

EMOTIONAL INTELLIGENCE
One of the keys to any corporate training program in Emotional Intelligence. Simply put, it is the ability to understand your feelings, the feelings of others, and how to manipulate those to great effect. Having a high EQ can make all the difference in so many different circumstances.

emotional intelligence
We have a variety of programs that we provide that are geared towards different skills and that can be one time events or repeating programs to help engender the culture of great customer service.

CSR AND HOSPITALITY SKILLS TO BE DEVELOPED

JUST SOME OF THE SKILLS WE LOOK TO DEVELOP

  1. Enthusiasm - If you don't have enthusiasm for your product, then why should anyone else?
  2. Emotional Intelligence - Understanding the person you are speaking to, learning to influence that person, can help in most any situation.
  3. Conflict Reolution - Often people speak with you about problems. Understanding their situation, empathizing, finding ways to resolve the situation without putting your company in a problematic position, are all keys to success.
  4. Role Play - We help by having participants take on both sides of situations.
food venue

WE COME TO YOU !
We come to whatever venue that you choose. This can include any conference or meeting space, area restaurant, hotel, convention hall or even someone's home. While most companies might give you specific requirements, the nature of our programs is to teach mental agility, adaptability, and how to go with the flow. Problems with venues become a positive influence on the outcome, within reason. We can provide sound equipment, etc., as well, but for an additional fee, though we usually opt to use the venue's equipment or like going low-tech to make it more about the people. This will be part of the discussion about your needs, of course.

THEY improv can provide for corporate creativity skills training workshops throughout Canada in The GTA (Toronto, Mississauga, Hamilton), the rest of the Golden Horseshoe (Niagara Falls, Niagara-on-the-Lake, and St. Catharines), the rest of Ontario (Ottawa, Waterloo Region, Windsor and London), Alberta (Banff, Medicine Hat, Calgary and Edmonton), British Columbia (Vancouver, North Van, West Vancouver, Richmond, Burnaby, Victoria, Kamloops, and Whistler), Quebec (Quebec City, Mont Tremblant, Gatineau, and Montreal), Saskatchewan, Manitoba, the Maritimes (Halifax in Nova Scotia, New Bruswick, Prince Edward Island, and Newfoundland and Labrador), and many other locations. Likewise, our professionals can travel for an additional fee to other parts of the country.
alberta

ALBERTA

With Banff as a major destination for corporate retreats, we can provide a wide range of services. We also serve Calgary and Edmonton.

british columbia

BRITISH COLUMBIA

Whistler is a major destination for corporate retreats and is within range of our Vancouver regional HQ. We also serve the rest of the area and Victoria.

manitoba

MANITOBA

We can help the companies and clients in Winnipeg as well as through the larger area as needed.

nova scotia

NOVA SCOTIA

We are proud to provide our programs from our regional HQ in Halifax. This allows for major consulting for local companies.

ontario

ONTARIO

Toronto is our regional HQ for Ontario, but we are proud to serve Niagara Falls, Mississauga, Ottawa, London and Windsor.

quebec

QUEBEC

While focused on our English-speaking clients, we provide our programs in Montreal, Quebec City and throughout the province. We serve the market with less providers.

CONTACT US FOR MORE INFORMATION

WHAT WE NEED TO KNOW

1

WHAT WOULD YOU LIKE TO CHANGE IN THE PEOPLE ATTENDING TO ACHIEVE YOUR SUCCESS? WHAT ARE YOUR GOALS? WHERE IS YOUR ROI COMING FROM AND WHAT KPIs WOULD YOU CONSIDER PROOF OF SUCCESS?

The first step is to determine your overall needs for the whole event as well as more specifically the part of your gathering that you would be hiring us for. This includes potential goals, desires and concerns for the organization. The more we know about what has already been decided can allow us to narrow the conversation to approaches that interest you the most. We will discuss with you different options to achieve the results you are looking for and how to see that success. Challenge us! We can then challenge your team to take their abilities to the next level!

2

WHAT ARE THE DETAILS? WHERE? WHEN? HOW MANY PEOPLE?

We need to know the city where the event will be as well as what kind of venue might be used. A date, or date range, for when you would like to have this and what time frame you are looking for will help to determine our commitment and availability. Knowing the size of your group, though that will likely just be an estimate, will allow us to choose appropriate options and have a better feel for the resources required.

3

DO YOU HAVE A BUDGET IN MIND?

If you know budget limitations, that can allow us to restrict the conversations to those options that will be within your financial constraints. This works in both directions. We don't want to overbuild and propose options that can't be done. Also, we don't want to provide less than we could realizing the resources that could be made available to better achieve your goals.

CONTACT US

CONTACT US TO LEARN MORE

We want to hear from you. Call us at 866.219.4386 or email info@theyimprovcanada.com.

christmas party

EXECUTIVE COACHING / LEADERSHIP SKILLS

We engage your management teams, enhancing their leadership skills utilizing techniques we have developed over the years. Participants gain perspective and learn to evaluate team members more objectively. The difference from a good leader and a great leader can be all the difference in the world in today's corporate environment.

presentation skills

PRESENTATION SKILLS

Leading teams and engaging clients begins with the ability to present in front of a group. A presentation skills workshop helps to improve these skills and enables the achievement of greater success through connecting with the audience. We can also teach Electronic Communications to improve PowerPoint, social media, virtual meetings, texting and email skills.

sales training

SALES TRAINING

There is no business without sales. The greater the ability of sales teams, the more success that a company can achieve. Our sales training programs enhance skills and enable the overcoming of objection and the closing of deals. Combined with our Emotional Intelligence programs can truly change someone to be most successful.

creativity workshops

CREATIVITY WORKSHOPS

Innovation requires the ability to come up with new ideas. The generation of ideas and creating environments conducive for the creation of incubation of new ideas is key to everything that we do. We help bring these skills to your team. Likewise, we can combine with with a brainstorming session to get practical results right away.

customer service training

CUSTOMER SERVICE / HOSPITALITY TRAINING

Nothing is as important to business as improving the customer experience to increase returning clients. We help to improve the skills of your sales, technicians and CSRs to interact with clients, and for hospitality staff to care for guests and improve their rates of positive social media reviews.

mental agility

MENTAL AGILITY

Having the ability to quickly adapt to changing circumstances and to deal with problems quickly as they arise could mean the difference between the success and failure of a business. Our mental agility programs enable employees to understand how the mind works and to put themselves in the best position for success.

testimonial

No company has to provide good customer service. They can go bankrupt!

Some of Our Clients

We have worked with over half of the Fortune 500. These are just a few of our high-profile clients that have improved their ability to do business by utilizing THEY improv.

ibm
microsoft
apple
exxon-mobil
coke
boston pizza
mcdonalds
walmart
saam towage
td bank
misa prairies
walgreens
cvs
amazon
gowling
gm
jamieson
verizon
ge
purolator
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