Message from the President & CEO
Last week, I had the privilege of speaking to a group of individuals participating in a Mohawk College City School Program, “Customer Service Engagement Workshops”.
The ask was for me to share my customer service story, specifically; how customer service skills have helped me in my career. I shared how my education/training in customer service started when I was about 7 or 8 years old. My dad, an avid gardener, had my sister and I go through our neighbourhood selling baskets of tomatoes lovingly harvested from his 200 tomato plants! I quickly learned the value of a smile. The bigger the smile the more tomatoes I sold, the bigger the tip I received!

A few years later I advanced to babysitting. I grew my little “business” to include a whole neighbourhood of families. Then, in high school and university, I continued to hone my customer service skills by working in retail and hospitality. There is no better place to learn how to serve customers than in these two sectors. I don’t think enough credit is given in the recruitment process to the transferrable skills that one can acquire in these industries.

Customer service skills are comprised of hard and soft skills.

Hard skills like communication skills (verbal and written, listening), problem-solving, decision making, understanding and applying company policies (but never using the word policy with a customer!) Soft skills like emotional intelligence, patience, attentiveness and empathy. To name just a few.

Most importantly though, your heart has to be in it. We at MCE can help with the skills. We have courses like “Creating Amazing Customer Service” and “Dealing with Difficult Behaviours.” We can help with tips and techniques for calming irate customers. We can even work with managers to establish customer service standards.

However, it is important to remember, that for any one individual or any organization to be successful, customer service has to be a priority, a value and, of course, in everyone’s heart.





Audie McCarthy | President & CEO
Course Spotlight:
MCE Seasonal Series: Summer 2021
Start thinking about the sunnier, warmer weather and how you are going to spend it upskilling for the third quarter of 2021. We are featuring 3 timely topics that reflect some of the challenges in a modern, virtual working environment.

Dealing with Difficult Behaviours
Tuesday, June 15, 2021 from 8:30am to 3:45pm 

Find the courage and knowledge to best deal with people and their difficult behaviours. Understand how people react to difficult behaviours and the importance of separating the behaviour from the individual.

Mastering Effective Communications
Tuesday, July 20, 2021 from 8:30am to 3:45pm 

Further enhance your communication skills and practices. Take a short DiSC® personality profile self-assessment and use your profile to better recognize and adjust to different communication styles.

Time Management Mastery
Tuesday, August 17, 2021 from 8:30am to 3:45pm 

Learn time management techniques that you can instantly apply to your role. Assess where your deficiencies lie and learn how to stop procrastination and other time-wasters.

More info for Hamilton-Burlington-Niagara businesses.
More info for Halton-Peel-GTA-Northern businesses.
More info for Southwestern Ontario businesses.
Announcements
Working Pros Needed! Network with Audie on March 24

Join Audie on Wednesday, March 31 from 6:50-8:30 pm for a specialized networking event.

Build new connections with internationally trained professionals registered
in Mohawk College Programs for Newcomers. Share your expertise and expand your understanding about your sector from a diverse perspective.

Click HERE for the full agenda and link to register.
Welcome to MCE's
Newest Training Partners!

We continue to be fortunate to partner up with amazing organizations that invest in leadership training. We'd like to welcome the newest burgeoning leaders from St. Leonard's Community Services, Organizational Solutions, and Bercon Rentals.

Thank you for learning with us!
NGEN Training Opportunities

Under AMPUP (Accelerating Manufacturing Performance Upskilling Program), NGen will cover 50% of the cost of training for Canadian manufacturers to enroll their employees in selected training programs offered by Mohawk College & MCE.

The Mohawk College NGen portal will explain MORE
For more information about our programs, contact:
Audie McCarthy
905.541.3350 
Mohawk College Enterprise | 905-575-2534 | info@mcecor.com | www.mcecor.com