Essentials for Customer Service Excellence

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Facilitator-led 1 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This course will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

What Will Participants Learn?

  • Identify ways to establish links between excellence in customer service and your business practices and policies.
  • Develop the skills and practices that are essential elements of a customer service-focused manager.
  • Recognize what employees are looking for to be truly engaged.
  • Recognize who the customers are and what they are looking for.
  • Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

What Topics are Covered?

  • The six critical elements of customer service
  • Understanding leadership
  • Managing performance
  • Onboarding and orientation
  • Five practices of leadership

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completion

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Creating Successful Staff Retreats Training

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

A staff retreat can evoke some pretty strong emotions. Dread of a week hanging around with people you would never invite home for dinner. Queasy thinking about throwing yourself backwards hoping your ‘new friends’ will catch you. However, staff retreats still continue even in hard times. Why? Many of the things we really need to get done take longer than the two hours you have in meeting time. As well, the retreat itself can bring about a change in approach not possible sitting in your boardroom for a meeting. This one-day course will give you tools to be able to create staff retreats that are successful and help to bolster productivity, sales and positive workplace culture.

What Will Participants Learn?

  • Discuss experiences with staff retreats
  • Know the reasons why staff retreats are conducted
  • Understand the main staff retreat undertakings categories
  • Develop and present retreat activities
  • Identify the critical elements for success of a staff retreat
  • Develop a planning checklist
  • Appreciate the keys to running a staff retreat
  • Develop an evaluation questionnaire
  • Recognize post-retreat activities that will ensure the continuing success of your staff retreatsRealize your top three take home ideas for creating successful staff retreats

What Topics are Covered?

  • Staff Retreats
  • Types of Undertakings at a Staff Retreat
  • Designing a Staff Retreat
  • Running the Retreat
  • Post-Retreat

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completion

Learn more about Creating Successful Staff Retreats Training in the pdf below

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Environmental Audit Primer Training

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

This one-day course provides participants with the knowledge and skills to conduct internal environmental audits. Practical, proven techniques for planning, conducting, and reporting on internal environmental audits will be introduced. Case studies based on actual audits will be used to reinforce the concepts and provide participants with practice in applying the principles to situations typically encountered during internal auditing.

What Will Participants Learn?

  • Explain the different types of audits and the levels of auditing available.
  • Know the qualifications of auditors and the preparation that they need to conduct an audit.
  • Understand the basics steps in an audit and how auditors gather information and evidence.
  • Develop open-ended questions which will help in audit interviews.
  • Understand the essential aspects of an audit checklist.
  • Develop an audit checklist based on EMS procedures.
  • Prepare for an audit.
  • Use an Internal Audit Noncompliance and Corrective Action Report to record non-conformances.
  • Understand the corrective action process and its importance in closing out non-conformances.
  • Gain experience in conducting audit closing meeting

What Topics are Covered?

  • Auditing
  • Internal Audit
  • The Audit
  • Audit Checklist
  • Conducting an Audit
  • Noncompliance and Corrective Action
  • Audit Closing

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completion

Learn more about Environmental Audit Primer Training in the pdf below.

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Environmental Sustainability Training

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Environmental Management Systems (EMS) involve a set of processes and practices that enable an organization to reduce its environmental impacts and increase its operating efficiency. A well-designed EMS can help an organization address its regulatory demands in a systematic manner thereby reducing the risk of noncompliance. An EMS can also help address non-regulated issues such as pollution prevention, odor management, water usage and energy conservation.

In this one-day course participants will learn about EMS and how it can benefit their organization. Through the use of a Case Study and information they bring about their own company participants will leave with a draft EMS for their organization. It will include organizational Environmental Aspect and Impacts and Objectives and Targets for their organizations significant environmental impacts.

What Will Participants Learn?

  • Define what an Environmental Management System (EMS) is and the benefits of establishing one in your organization
  • Understand ‘greenwashing’ and ways that there organization can avoid ‘greenwashing’
  • Know the six KPI areas as defined by the Eco-Management and Audit Scheme (EMAS)
  • Know the steps necessary to develop an EMS
  • Be able to determine the Environmental Impacts and Aspects within an organization
  • Understand and apply an Environmental Significance standard to organizational Environmental Impacts
  • Set Objectives and Targets for significant organizational environmental impacts

What Topics are Covered?

  • Environmental Management
  • Developing an EMS
  • Environmental Aspects and Impacts
  • Environmental Significance
  • Objectives and Targets

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completion

Learn more about Environmental Sustainability Training in our PDF

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Creating Winning Proposals

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Facilitator-led 2 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Proposals are persuasive documents that are fundamental tools in organizational funding and output. This two-day course will look at sources of funding, types of proposals and how to write proposals that will meet funding agencies requirements. This will include a number of tips and techniques to increase the potential success of your proposals. An important but often overlooked aspect of proposal writing will also be covered- Building and Maintaining Relationships. Relationships are built on honesty. Potential projects must be a good fit for your organization and your organization must be ready to do the work contained in the proposal. The most successful proposals are going to be those that fulfill the mission and values of your organization and that of the funding agencies as well!

What Will Participants Learn?

  • Locate potential funders for your organizations on the Internet and use evaluative skills to identify the appropriateness of funding related to their own organization
  • Explain the necessity of matching funders interests with organizational needs and use this knowledge in decisions about the validity of submitting a funding proposal
  • Describe and understand the basic elements of proposal writing for not-for-profit organizations
  • Describe and understand the basic process for successful proposal writing
  • Analyze effective relationship-building strategies to engage with funders and use this knowledge in writing a funding proposal
  • Describe at least five reasons why funding proposals can be rejected
  • Plan, write and submit a proposal in response to funders guidelines

What Topics are Covered?

  • Sources of Funding
  • Funder Selection
  • Top Ten Challenges
  • Types of Proposals
  • Proposals as a Relationship Builder
  • RFPs/RFQs
  • The Ten Steps of Proposal Writing
  • Defining Your Proposal
  • Key Elements of a Proposal
  • Defining the Needs and Desired Results
  • Resources and Activities and Evaluation
  • Conclusion, Introduction, and Executive Summary

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completion

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Social Selling for Small Businesses

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Social selling isn’t just a fad or the latest approach to selling that businesses need to adopt. It’s a result of the massive integration of social media in how we conduct our lives. Sales professionals understand they can connect to and leverage these habits. This course is designed for entrepreneurs and sales professionals to learn how to function in that space.

In this one-day course, we’re going to explore how social selling is an essential requirement for sales teams, and how the relationships that are created and nurtured within social media will help you grow and sustain your business. We’ll also learn how to apply specific techniques to connect with your audience and potential fans in the social space.

What Will Participants Learn?

  • Describe the attributes of social selling
  • Explore how social selling can generate results for your small business
  • Apply social selling strategies to create relevance in social media
  • Understand the power of leveraging different social media platforms in social selling
  • Measure your social selling results

What Topics are Covered?

  • Defining Social Selling
  • Doing Your Research
  • Building Relationships
  • Sharing Content
  • Leveraging Technology
  • Measuring the Results
  • Keep Going Forward

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completion

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Continuous Improvement with Lean

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Companies everywhere, no matter what their industry, can benefit from the principles of continuous improvement with Lean. Whether they adopt a very formal process or commit to something less structured, they can follow its principles and improve their bottom line by reducing wasted time and resources.

This course is designed for learners who have completed the pre-requisite Lean Process Improvement course, and perhaps have been involved in implementation of its principles in their workplace. It is the ideal next step along the path of learning and creating a workplace culture committed to continuous improvement.

You must complete the Lean Process Improvement course before taking this program.

 

What Will Participants Learn?

  • Describe what continuous improvement with Lean is all about
  • Explain the concepts of the continuous improvement cycle: Identify, Plan, Execute, and Review
  • Apply Lean continuous improvement concepts to a case study
  • Present ideas for continuous improvement

What Topics are Covered?

  • Defining Continuous Improvement
  • Stage One – Identify Areas for Improvement
  • Stage Two – Create a Plan for Improvement
  • Stage Three – Implement the Changes
  • Stage Four – Review the Impact
  • Test Driving

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completion

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Conversational Leadership

Select Your Learning Style

Facilitator-led 1 Day Program (Classroom)

OR

eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

Effective leaders understand how powerful an opportunity can be when they can tap into the intelligence, wisdom, and innovation present in their workforce. Conversational leadership provides the space and infrastructure for knowledge sharing to take place; for employees, stakeholders, and the community to be involved in discussing big, important questions; and to generate solutions that people within the organization can take action on.

What Will Participants Learn?

  • Understand the wisdom inherent in encouraging conversational leadership
  • Describe the four I’s of conversational leadership
  • Apply the principles of conversational leadership to improve results
  • Organize a simple World Café as an example of conversational leadership

What Topics are Covered?

  • What’s In A Word?
  • Fundamental Elements
  • The Four-I Model of Organizational Conversation
  • The Conversational Leadership Framework
  • World Café

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator-Led
  • Specialized course materials and resources
  • Personalized certificate of completIon

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Introduction to E-Mail Marketing

Select Your Learning Style

Facilitator-led 2 Day Program (Classroom)

OR

  eLearning format (Self-paced)

Please refer to Pricing Page for cost per participant

E-mail marketing is here to stay, and knowing how to do it well is essential for marketers as well as small business owners, coaches, and consultants. In this two-day course you’ll learn the essentials of planning, creating, and delivering exceptional e-mail marketing campaigns that support your overall marketing strategy. After this course, you will be able to reach more clients and potential clients through your efforts at being an e-mail influencer.

What Will Participants Learn?

  • Apply the concepts of e-mail marketing to grow the influence and reach of a business
  • Analyze the different applications of e-mail marketing
  • Select a campaign strategy that will help you increase your reach
  • Apply a defined strategy to get the best out of every e-mail campaign
  • Track and analyze the results of an e-mail campaign

What Topics are Covered?

  • Getting to Know E-Mail Marketing
  • Setting Up Your Audience
  • The Tools
  • Designing Your Campaign Strategy
  • Crafting Messages for Each Campaign
  • Good Habits Get Optimal Results
  • What to Write
  • Subject Lines and Action Calls
  • If It Doesn’t Get Measured, It Can’t Be Counted
  • Test Driving

What’s Included in Your Learning Style?

  • Self-paced eLearning OR
  • Interactive class environment – Facilitator -Led
  • Specialized course materials and resources
  • Personalized certificate of completion

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Entrepreneurship – Module 5

eLearning format (Self-paced)

Whether you are starting a business or are already working in your business – Entrepreneurship has it challenges. Developing essential business skills and accessing coaching through the online Entrepreneurship Training Program© offered by Microbusiness Training Centre Inc. will give you a distinct advantage in the business world.

Clients can select individual Modules for $350.00 each which includes 1 hour of business coaching ($200 value), OR

take all 5 Modules which includes 5 hours of business coaching at the package price of $1600.00 plus GST.

To set up your User Account and arrange for payment, kindly call:  780-482-4490 or send us an email: trainingwarehouse@microbusiness.ca

In business, understanding the numbers is critical. It can make the difference between being in business or not. Developing a financial plan for the future and understanding finance terminology can take you from fearing the numbers to becoming a competent business owner. Every business has risk and identifying your risk factors provides an opportunity to create a contingency or plan to mitigate those situations should they occur. An entrepreneur that plans for risk management or identifies contingencies will often survive a critical time in their business.

What Will Participants Learn?

  • The 5 Factors of Financial Planning
  • Understand and develop Financial Projections
  • Understand and manage Cash Flow
  • The 7 most common Risk Factors
  • Risk Analysis and Contingencies

What Topics are Covered?

  • Developing Financial Plans
  • Understanding Cash Flow
  • Identifying the Risks
  • Write Your Business Plan

What’s Included in Your eLearning Program?

  • Self-paced eLearning
  • 1 Hour of Business Coaching
  • Specialized course materials and resources
  • Personalized certificate of completion

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