With one-fifth of Canada's population being born outside of the country, businesses need to be dialed in to the needs of an increasingly multicultural customer base. Second and third generation immigrants are highly influenced by parental values, beliefs and cultural nuances. With diversity comes opportunity and potential for growth in sales, brand loyalty and profitability. By building trust and rapport through understanding, recognizing and respecting cultural differences, successful companies can capitalize and profit from this often untapped market leading to more repeat and referral clients. Key Takeaways:

Good customer service isn't good enough! If you want to laugh all the way to the bank you need to deliver customer service that consistently exceeds your customers' expectations and stands out from the herd. In this idea-packed presentation you'll hear examples of how businesses around the world leverage their humour resources to create dynamic, inspiring cultures and exceptional service that drives outrageous results:

Your customers are the lifeblood of your organization, and as a leader, you set the tone for virtually every interaction your people have with them. Are you sending the right message? Can you really build a customer service team that not only maintains, but also builds your market share? Is it really possible to empower your people to create every-day experiences that turn customers into enthusiastic fans without breaking the bottom-line? Absolutely! You'll learn:

Too often, employees see their role as delivering services or processing orders. The problem is this transaction-focused approach leads to low value/ low price/ low profit customer relationships. Fortunately, by simply changing a few words your team members can become valued - literally, as Trusted Advisors. You'll discover: