Customer Service Professionals Network - CSPN

We’re excited to announce the launch of our brand extension to CSPN – The Experience Advisors.

As a firm dedicated to designing and delivering elevated experiences across the EX and CX spectrum, The Experience Advisors brand will encompass our training and advisory services and complement CSPN’s commitment to its community and member-based initiatives.

With the introduction of The Experience Advisors, the way we present ourselves and our offerings to the market will undergo a refresh with a renewed focus, but as this brand will continue to be owned and operated by CSPN, our core services and personnel will not be changing.

Thank you for being a valued member of the CSPN community. The Experience Advisors look forward to continuing to support you in your experience design journey.

Our Women in Leadership Awards Nominations are open!

This year, we are bringing you 10 exciting award categories.

Click on the link to view and start nominating: https://mycspn.com/women-in-leadership/

Note: Short-listed nominees will qualify for a discounted rate to register for the Summit.

Award nominations close on October 13, 2023.

Reasons why you should nominate.

> PROMOTE: Boost careers by identifying high potential within your team and organization.
> APPRECIATE: Your colleagues, peers, clients, and staff will appreciate being recognized.
> REACH: Raise awareness of her/his work to external audiences including stakeholders, clients, and the media.
> MOTIVATE: Motivation to continue their excellent performance and work.

REMINDER: Early Bird Pricing ends August 1, 2023.

CSPN has been awarded Best Customer Experience Training Course Provider 2023 – Canada.

We are so proud of this award as we put in huge efforts to make our courses impactful, relatable and full of valuable takeaways.

Thank you to Corporate Vision for recognizing our work.

We are excited to announce that we are one of the 2023 Recipients of the Canadian Business Excellence Awards for Private Businesses.

Thank you to Excellence Canada for recognizing us. For more information about this amazing organization and their awards, feel free to view their news release: http://www.newswire.ca/en/releases/archive/May2023/24/c7934.html

We celebrated customer service week by acknowledging the many customer service golden rules.

Monday is busy for all of us, but this is the best time to set the tone with customer service excellence. Regardless of industry or sector or B2B of B2C, set the tone with Golden Rule #1 - Responsiveness. When we respond to as quickly as possible, we send the message that we care. Acknowledging with a solution, information or something that you are looking into it, lets your customers and clients know that you hear them and want to help.

Tuesday - Golden Rule #2 – Value your external and internal customers. Treat customers and clients the way you want to be treated – with respect and compassion. Place yourself in their shoes and understand and empathize where they are coming from. Always be polite and professional in your interactions. Remember reciprocity - helping the today will help you tomorrow.

Wednesday - Take the time to listen to your customers to better serve them is about Golden Rule #3 – practice active listening. Active listening means that we try to understand things from the speaker’s point of view. When we decide to listen for total meaning, we listen for the content of what is being said as well as the attitude behind what is being said.

Thursday - Golden Rule #4 – Embrace feedback. The largest and most successful organizations have one thing in common – they are open to feedback. Collecting customer feedback helps you improve products and services, allows you to make better business decisions and connects better with your customers.

Friday – When we regularly provide excellent customer service and experiences every day and every week – we are living Golden Rule #5 – Consistency. Consistency builds trust and trust is the backbone of customer service excellence.

Customer Service Week ended October 7th, but customer service and experience excellence is every day.

Earn your Customer Service certification in just 2 days. Our Certified Client Service Specialist Program (CCSS©) will elevate your skill set and provide you with the tools and tactics for many current situations and scenarios.

Become CCSS© Designated and be part of the thousands of individuals who already are.

CSPN is happy to announce 3 amazing events scheduled later this year. In September, we have our Citizen Service Summit and in October, we have our Customer Experience Conference. Both of these events are free to attend, so be sure to register. Lastly, in November we have our Women in Leadership Awards Summit. Registration and nomination details to come.

We are looking forward to seeing you online and in person. So save these dates.

> Citizen Service Summit: September 21 - 22, 2022
> Customer Experience Conference: October 25 - 27, 2022
> Women in Leadership Awards Summit: November 7 - 18, 2022

The CSPN Team was very excited to hold one of their first in-person meetings. It was great to see all the familiar faces again. Thank you to Miele Canada for being such amazing hosts and to our council members for attending.

This popular ServiceNow workshop is back!

On May 30th, 2022 at 1pm EST, participate in an interactive and facilitated discussion to evaluate how your organization performs within CSPN’s Customer Experience Maturity Matrix. In partnership with ServiceNow, CSPN will discuss organizational maturity within four CX Quadrants.

Registration is now open. Register your free ticket.

If you are CCSS and/or CCSP certified, this is a great way to earn your Continuing Professional Development (CPD) hours.

Hear from Abbas Rangwala, Director, Solution Consulting – on leading CX practices companies are leveraging to adapt to a during and post-COVID service environment.

Keynote Speaker:
Abbas Rangwala, Director, Solution Consulting, ServiceNow

Abbas Rangwala is an experienced technology leader with deep experience in products and services including Contact Centers, Customer Service Management (CSM), Customer Relationship Management (CRM), Cloud, Hosted, Managed, Voice and Data connectivity services. He is adept at the entire sales and product development lifecycle having worked with leading corporations in pre-sales, implementation and post-sales service functions. He has experience across a wide breath of industries including IT, Telecom, Retail, Publishing, Education and Social/not-for-profit.

Workshop Details:
> CX Strategy Alignment: Identify how your CX performance supports/detracts from your organizations corporate strategy
> CX Technology Capabilities: Map how technology solutions will enhance customer experiences
> CX Talent: Assess what your team needs to adjust to meet desired CX standards
> CX Workflow Readiness: Evaluate the critical processes that, if changed, will improve experience and decrease costs

Who Should Attend:
The session is designed for supervisor and above level leaders who have a responsibility to drive change and innovation with respect to their customer experience plans.

See you all there!

If you missed out on participating in our courses / training earlier on in the year, we have scheduled more sessions in the Spring. New dates have been added to the calendar. Looking forward to seeing you online.

Check out all the training courses we are offering: https://mycspn.com/workshops/

> Beyond the Pandemic: Overcoming FONO - May 11
> Unconscious Bias - May 17
> Understanding Emotional Intelligence - May 26
> Personal Resilience: Managing Stress and Change - May 31
> Leadership of Self: Growth Mindset - May 31
> Understanding Equity, Diversity, and Inclusion (EDI) - June 14
> Certified Client Service Specialist (CCSS©) Designation - June 15-16
> Handling Critical and Sensitive Conversations - June 21

As the world slowly starts to open back up, the definition of work for many have changed. Hybrid work may become the norm for the majority, so how do we refocus and get back into the flow? Read CSPN's article "Making Hybrid Work, Work" for tips and ideas on how it can work for you. If you have questions, contact us. We'd be happy to hear from you.

Article: https://mycspn.com/making-hybrid-work-work/