2023 Webinar Series - building a customer service strategy
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2023 Webinars

It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you’ll lose customers.

The good news: It’s not impossible to turn things around. Transforming your customer service from mediocre to great won't happen overnight, though. It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization.


Effective Telephone Communication

Friday, January 20 - 9 am to 12 noon   


  • Recognize the influence and impact of your conversations with your team
  • Strengthen your team through positive interactions
  • Introduce first call resolution strategies
  • Discover the difference between evaluative vs descriptive communication
  • Manage unique and difficult callers

Email Communication

Thursday, February 2 - 9 am to 12 noon  


  • Recognize the most common errors in workplace email
  • Understand the importance of defining message ‘purpose’
  • Analyze and comprehend audience needs
  • Evaluate best practices in the tone of email messages
  • Utilize guidelines for clear writing and plain language  
  • Understand the importance of proofreading and apply techniques

The "S" Word (Sales Professional)

Tuesday, March 21 - 9 am to 12 noon     


  • Approaches to selling
  • The importance of product/service knowledge
  • Knowing your customer
  • Understanding the needs and wants of customers
  • Building trust

Effective Communication

Thursday, April 6 - 9 am to 12 noon


  • Adapt to different communication styles
  • Identify your listening barriers
  • Use effective questioning techniques
  • Explain the importance of body language in communication
  • Evaluate your active listening                           

Writing for the Workplace

Thursday, May 4 - 9 am to 12 noon


  • Identify several different formats of business writing
  • Understand the various purposes of business documents
  • Analyze and comprehend audience needs
  • Recognize writing styles used to deliver good and bad news
  • Meet expectations for internal and external business writing
  • Implement criteria to create clear, accurate, and accessible written documents
  • Understand the importance of proofreading and revision and apply techniques

Critical Thinking

Tuesday, June 13 - 9 am to 12 noon        


  • Critical vs Strategic Thinking
  • Developing a critical thinking mindset
  • What is Groupthink?
  • Decision making – different types
  • Building confidence in making decisions

Problem Solving

Tuesday, July 4 - 9 am to 12 noon


  • Identify methods for finding root cause of problems
  • Describe different processes for making decisions
  • Make decisions to accomplish well-defined tasks in the workplace
  • How to respond to challenging situations

Emotional Intelligence

Tuesday, August 15 - 9 am to 12 noon    


  • Assess personal Emotional Intelligence (EI)
  • List the characteristics that make up EI
  • Identify gaps in your own EI
  • Recognize myths and realities of Emotional Intelligence
  • Describe how thoughts, feelings, and behavior relate to EI

Teamwork Makes the Dreamwork

Wednesday, September 13 - 9 am to 12 noon   


  • Teams vs groups
  • Benefits of teams
  • Stages of team development
  • Improving self awareness
  • Reducing conflict, improving productivity

Boosting your Social Intelligence

Tuesday, October 24 - 9 am to 12 noon  


  • Explore Social IQ and Emotional IQ
  • Assess ability to read body language
  • Discover how empathy impacts social IQ
  • Take another’s perspective concerning to situations, learn from past experiences
  • Apply learning to the changes in social interactions

What's Empathy got to DO with it

Friday, November 17 - 9 am to 12 noon  


  • How to work with your thinking and feeling muscles
  • Define empathy
  • Using empathy
  • Can we teach empathy
  • How does empathy fit with trust
  • The HOW of empathy

The 3M's

Tuesday, December 5 - 9 am to 12 noon            


  • Performance management
  • Change management
  • Time management              


Individual Member pricing:

  • $69 - per webinar
  • $600 – attend all 12 webinars

Individual Non-member pricing:

  • $129 – per webinar

Member Group Pricing:

Is your team looking for a group pricing structure to attend our 2023 Webinar series?

  • Attend all 12 webinars for a group member pricing of $4000. Your group size should not exceed 10 team members per webinar.
  • Attend 6 webinars for a group member pricing of $2500. Your group size should not exceed 10 team members per webinar.

For other pricing options, contact the MCCA office at

  Register Now »  


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