Upcoming Certification Conference at University of Toronto - Nov. 6-11, 2017 Find out more!

Nov.6 – 11, 2017 – Join our Customer Service Certification Conference at University of Toronto

University College

Nov.6 – 11, 2017 – Join our Customer Service Certification Conference at University of Toronto

5 out of 5 based on 2 customer ratings
(2 customer reviews)


Invest in your future with Customer Service Certification training – acquire a tool-kit of solid professional skills that will prove invaluable to you and your team as you partner with today’s students! (read more)

SILVER: Delivering Service Excellence – Mon-Tue (15 hrs) $1,395.00
GOLD: Managing Service Excellence – Wed-Thu (15 hrs), $1,395.00
TRAINER: Training Service Excellence – Fri-Sat (12 hrs), $1,395.00
ALLSTAR – Silver, Gold and Trainer – Mon-Sat -$3,585.00 (saves $600)
TEAM – Three or more from the same school (saves $200 per registration)

Use Promo Code INVOICE for invoice or purchase order billing. Registration will then be confirmed with a zero balance to be followed separately by a corrected amount invoice.
Call Stephen Gray, 562-343-1923, for HOST Univ. of Toronto or TEAM rates.

Conference Hotel is the Holiday Inn Bloor-Yorkville – click on Susan Leigh Consulting or call 1-877-859-5897 with SLC group code for special rates till October 20th!


Join our Fall 2017 Customer Service Certification Conference, hosted by University of Toronto, Faculty of Arts and Sciences, presented by Susan Leigh Consulting/Re-Envision Training.


Silver Certificate (read more)

    Topics – Fifteen hours of customer service training for frontline staff in solid techniques for delivering service excellence including re-envisioning service, flexible scripting of service responses, the conversation cycle, triage for handling high volume service with speed, accuracy and empathy, delivering “no” and other bad news, dealing with difficult customers, escalation pathways, competencies for service excellence and handling stress as a service professional.  Concludes on day two with written and video final assessments.
    Who Should Attend – Individuals and teams who seek to enhance their skills in student service areas such as registration, records, financial aid, student accounts, advising, and student affairs.

Gold Certificate (read more)

Topics – Fifteen hours of project training for directors and area managers to change their service culture, negotiate Service Level Agreements; build Key Performance Indicators, use competencies for hiring and coaching, develop service improvement projects, then report progress and final success. Bring your service problem, go home with a plan! Written Case Study and video of mock meeting as final assessment.

Who Should Attend – Individual managers and management teams who are coordinating cross-training and collaborative service excellence projects within or across service areas.

Trainer Certificate (read more)

Silver and Gold certificate holders learn to customize training for their own institutions. Twelve-hour curriculum covers teaching competencies, scaffolding curriculum, learning styles, lesson planning, practice training, peer coaching, evaluations and classroom management. Written assessment & videotaped practice teaching complete the certification process.

Who Should Attend – Individuals or teams who’ve completed Silver and Gold certification and plan to serve as customer service trainers and resource guides for their own institutions.

  1. 5 out of 5


    I attended the Customer Service Certification Conference at Stanford University in late March 2017. After attending all of the training sessions, I was excited to put what I had learned into practice. I set up monthly training sessions with the Enrolment Service Officers, who answer all calls coming into our institution, and have had 4 sessions so far using the techniques and tools taught by Susan and Stephen. I would like to share what my Service Champion has written about her experience with the training so far:
    “I had been struggling with being happy and feeling successful in my role in a high-volume, fast-paced and demanding student service environment. I recognized that my own behavior was contributing to my struggle with finding success in my day, but didn’t know exactly what I needed to change. I went to my leadership team (who had coincidentally just returned from their Service Excellence training) and shared that I was struggling and finding myself very dissatisfied (but not wanting to leave), and asked what I could be doing to be better at my job. The tools they brought back have transformed my relationship with the students and community members who I spend my days interacting with. I have shifted my perspective on what my role is and how to frame my approach to the students, and it has made everyone involved happier and more satisfied. I’ve learned to frame the conversation in a better and more empathetic way; how to listen to students and stop assuming I know what they’re about to ask; to give the student the space to air their concerns; and most importantly, find the value in what I do – which is simply helping people. We have done monthly team training sessions and I always look forward to the next topic we are going to cover and having the opportunity to continually explore how we can improve our service. It has made me happier in my job, and I believe it has made the team stronger and better as well.
    Thank you,
    Amanda, B.A.
    Enrolment Services Officer”
    This says it all about the training. The success we have had as a team with this training has significantly improved morale for the team and for individuals as you can see. Truly the best experience, professionally, I have had to date.

  2. 5 out of 5


    I attended ALL-STAR Customer Service Certification training in early 2017 and found all components of the course exceptionally interactive and participatory. The information and nature of participation was simply exceptional: well-thought through exercises, relevant and applicable examples, excellent analysis and feedback. This was one of the best courses I have ever attended. The materials and venue were excellent and the course facilitators extremely knowledgeable and personable. I recommend this training to all student-facing services interested in making real positive change in their universities and colleges.

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