Leading a Customer Focused Team

For Managers, Supervisors and people moving into those roles:

Imagine leading a team whose service is so outstanding it becomes your brand. Your team becomes what you always knew it could be – one of a kind, defying comparison. Customers hear about you, are drawn to you, and refuse to leave you because your team is the industry Service Icon. You are one of the few leaders who no longer has to deal with the hassles of constant staff turnover, trivial customer complaints, and interpersonal staff pettiness. You and your team’s reputation for excellence spreads.

Organized by: Calgary Construction Association and Mechanical Contractors Association

Leading a customer focused team will help you understand:

  • Enhance your organization’s customer service culture
  • Boost productivity and morale by tapping into the #1 employee motivator (hint: it isn’t money or recognition)
  • Eliminate most of the people problems that divert energy from the real task of satisfying customers
  • Empower employees to make better choices; both for customers and for the organization
  • Align your training, recognition, and customer feedback efforts into a single continuous improvement system
  • Leverage your energy as a leader, so you have less stress and greater life balance

CCA Member $695 (+GST) Non Member $795 (+GST)

Thursday April 11, 2024 - 9:00AM to 4:00PM

In-Person Training

Additional Details

What if as a manager, you no longer had to deal with people problems?

Freeing yourself from putting out fires and instead focusing on growing your business is one thing if you have teams of HR people. But if you’re a manager of a small to medium-sized organization where you need to deal with hiring, training, and performance issues on your own, it’s easy to get bogged-down. Until now…

Working with business owners and leaders over 25 years, Jeff Mowatt developed a turnkey system that generates exceptional results – so much so that he wrote a book about it that became a national bestseller. This is now a seminar where you’ll discover that, by making minor adjustments to your customer service culture, you’ll achieve significant results:

  • Differentiate your corporate brand primarily through customer experience, where price becomes less relevant
  • Motivate and engage employees without paying premium wages, promotions, or pricey perks
  • Become an employer of choice, where team members feel a sense of purpose
  • Anticipate and adapt to changing customer needs, so that you create market disruption rather than reacting to it

Leading a Customer-Focused Team gets to the core of customer service – the organization’s underlying service and sales culture. Unlike other approaches that merely focus on surface behaviours, this addresses the root cause. As Jeff puts it, “If you try to enhance service and sales behaviours without looking at the culture, you are just painting over rust – the underlying problems eventually reoccur.”

You will walk away from this seminar with a TURNKEY SYSTEM that merely takes 90 minutes a month and creates the kind of customer service culture that’s so powerful that you become your industry’s Service Icon.

Jeff Mowatt, BComm, CSP, HoF

A leading authority in his field, Jeff didn’t just read the book – he wrote it!  He’s the author of the best-selling books, Becoming a Service Icon in 90 Minutes a Month, and Influence with Ease.  He heads his own training company and has written and produced 13 multimedia training systems.  His Influence with Ease® column has been syndicated and featured in over 200 business publications.

Cancellation Policy:

Payment is non-refundable for cancellations made within 5 business days of the course, or non-attendance on the day. Complimentary substitution of another member of your company is accepted. If CCA has to postpone or cancel courses due to insufficient enrolment, CCA will refund the registration fee or, if possible, the attendee may choose to move to an identical session in the future. Unless otherwise stated, every person able to see, hear, and observe the virtual course sessions must be a paid participant. Non-compliance of this requirement will result in removal from course. Refunds will not be issued to students who are removed from the course for non-compliance of this requirement.


Did you know!!  Eligible employers can get government funding to help employees access training opportunities. The Canada-Alberta Job Grant will give you up to 2/3 of the registration fee (up to $10,000/employee/fiscal year) for training. Whether taking one course or a combination of courses, the total training must be a minimum of 21 hours and be completed within 52 weeks.



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