Message from The President & CEO

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1 6/15/2015 MohawkCollegeEnterpriseJuneNewsletter Hi,justareminderthatyou'rereceivingthis becauseyouhaveexpressedaninterestinMohawkCollege Youmayunsubscribeifyounolongerwishtoreceiveour s. June2015 STAYCONNECTED: MessagefromThePresident&CEO Amazingcustomerservicecreatesloyalty,generatespositivewordofmouth andimprovescustomerretention.itseemsobviousthatorganizationsshould paymuchattentiontocustomerservicepractices,buttoooftenthisisnotthe case. "Goodcustomerserviceseemslikecommonsense.Buthowmanypeople havehadnegativeexperiences?"saidangelaleach,trainerformce's CreatingAmazingCustomerServiceprogram."Goodcustomerservice doesn'tjusthappen.youhavetomakeitintentional.youhavetohavespecificgoalsand specificsteps." Denninger'sFoodsoftheWorldrecognizedthisand tookaction.thespecialtyfoodstore's120full time, frontlinestaffhaveallparticipatedinourcreating AmazingCustomerServiceprogram. "Asarespectedandsuccessfulleaderinspecialty foods,denninger'smaininterestistoensurethatour topqualityproductsarematchedwithanoutstanding levelofcustomerservice,"saidregionalmanagerandrewlaurat."customerservicecan sometimesbechallenging.denninger'smanagementaimstoensurethatourstaffarewell equippedtohandlecomplexsituations.wewantourstafftobeknowledgeableandpassionate aboutmakingandkeepingourcustomershappy." 1/5

2 Andrew says the results of the training are evident in the stores and management is taking steps to keep the program alive and part of the Denninger's customer service culture. We worked with Denninger's to create their customer service standards and based our training around them. Having clear customer service standards defines what customers can expect, ensures employees know how to interact with customers and provides an accurate way to measure service quality. The two day training sessions included interactive discussion and small group activities on topics such as DISC personality theory, which helped participants understand how different personality types relate to each other and the strengths and weaknesses of each type. Participants learned how to increase their circle of influence using Stephen Covey's model, discussed negative customer service experiences and how to take customer service from good to amazing. It's about building relationships not just completing transactions. Eric Jazbec, Denninger's bakery category manager, said he found the training "very informative." "There was excellent group involvement. It was highly interactive. Time passed very quickly," he said. "It showed us what we want to strive to be and how to get to that next level." Audie McCarthy President & CEO, Mohawk College Enterprise P.S. Keep reading for 5 top customer service tips MCE Announcements and Events Announcing the New and Improved MCE Website! In celebration of our 5 year Anniversary, we decided it was time to give our website a new look. We are excited to announce that MCE's new and improved website is now available! Please visit us at Come and Celebrate with Us 5th Year Anniversary Open House On Wednesday June 24, 2015, we're hosting an open house to celebrate our 5th anniversary. We would like for you to join us at this celebration. There will be opportunities to network, meet MCE staff, take a tour of Mohawk College's Stoney Creek campus, and meet Ron McKerlie, President of Mohawk College, along with Audie McCarthy, President & CEO of Mohawk College Enterprise. Please join us for this no cost event. 2/5

3 NEW Newsletter Feature: Announcing FREE Business Book Summaries At MCE, we believe people become better professionals through learning. One of the best ways professionals learn is through reading business books. To help you grow your business knowledge faster and more easily, MCE is pleased to provide you with condensed business book summaries. These summaries provide key concepts discussed in the book to help you acquire business knowledge quickly and efficiently. These summaries will be selected based on the newsletter theme and provided monthly to you absolutely FREE. Scroll down to see how you can download the "High Tech, High Touch Customer Service" book summary for free. Upcoming Courses and Programs Course Date & Location Contact Dates: (8:30 am 4:30 pm) FUTURE READY LEADERSHIP FOR WOMEN Brand new program! Day 1 September 24 Day 2 October 15 Day 3 November 5 Day 4 December 10 Day 5 January 14 Day 6 February 11 Day 7 March 10 Day 8 April 7 Location: Mohawk College Stoney Creek Campus, Awareness Theatre Dianne Jones [email protected] BACKFLOW PREVENTION CROSS CONNECTION (5 DAYS) CROSS CONNECTION CONTROL TESTER'S RECERTIFICATION (2 DAYS) Dates: (8:00 am 4:30 pm) From Sep 14 to Sep 18 Location: Mohawk College Stoney Creek Campus, Room A141 Dates: (8:00 am 4:30 pm) From Oct 15 to Oct 16 Location: Mohawk College, Stoney Creek Campus, Room A141 Lorraine MacDonald [email protected] Lorraine MacDonald [email protected] Click here for a printable copy 3/5

4 Today's customers are a hard bunch to crack. Time strapped, screenaddicted, value savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment lashing out at those that don't. Learn sure fire strategies to help you retool old fashioned customer service ideas and apply them to today's blistering pace and digitally connected customers. Click here to download a free book summary of "High Tech, High Touch Customer Service." 5 Top Customer Service Tips Listen Listen to your customers to know what they want and how you can provide good service. Take the time to identify customer needs by asking questions and concentrating on what the customer is saying. Go the extra mile People tend to remember positive and negative experiences more clearly than average ones. Try to make every customer's experience a positive one that they'll remember and share with others. Give more than expected, even if it is just extra information about a product. Stay up to date Because your customers rely on your knowledge, stay informed so that you can respond to inquiries and offer assistance. If you don't know an answer, know where to turn to help customers get it. Apologize and take action When something goes wrong, apologize. Deal with problems immediately and let customers know what you have done. Get feedback Encourage and welcome suggestions about how you could improve. Make it easy for customers to give kudos, criticism, comments and suggestions. Check regularly to see how things are going. Mohawk College Enterprise (905) Barton Street Stoney Creek, L8E 2L7 [email protected] 4/5

5 STAY CONNECTED Forward this This was sent to by Update Profile/ Address Rapid removal with SafeUnsubscribe Privacy Policy. Mohawk College Enterprise 481 Barton Street Stoney Creek Ontario L8E 2L7 Canada 5/5