New Lunch ‘n Learns – Customer Service and Accessibility

Creative Trust  in partnership with TAPA is pleased to present the
Spring Lunch ‘n Learn: Customer Service and Accessibility


Serving a Diverse Audience with Adam Morrison and Jim Stewart

Thursday May 5th 12:00pm to 2:00pm
Registration Deadline: Tuesday May 3

Toronto is the most diverse city in North America, if not the world. But attracting and serving a diverse audience presents unique challenges. Experts in the hospitality business will talk about training staff to offer excellent customer service that meets the needs of a diverse client group.

Topics will include:

* Achieving Cultural Competency
* Staff training in delivering customer service
* Working in a multi-generational, multi-lingual, multi-needs environment

Delivering quality customer service is key to assuring Toronto’s place as a world-class city.

Adam Morrison, Director Project Development works closely with OTEC’s local and regional partners to integrate tools, resources and systems into the sector to ensure that the tourism industry attracts, retains and advances a diverse and competitive workforce. Adam also guides the integration of occupational standards into the workplace and facilitates workforce development projects such as the national Ready-to-Work network of tourism employment preparation and training programs. Adam’s background includes Canadian and international experience in HR training and consulting, employment services and organizational research.

Jim Stewart is the People Resources Manager at the Delta Chelsea Hotel and has worked in hospitality, tourism and customer service for many years. His previous position was as Manager of Cabin Safety and Training and Skyservice Airlines. He was also the Manager of In Flight Training Design at Air Canada. Jim is the former business co-chair of the Toronto Workforce Innovation Group.

Volunteers and Customer Service with Carol Campbell

Date TBC.

Whether your staff is paid or volunteer, customer service is paramount to creating a memorable and enjoyable experience for your patrons. How you translate this to your staff/volunteers is key to not just good but great customer service.

Topics include:

* Understanding your volunteer/staff needs.
* Communicating the information that your volunteer/staff needs to do their job well.
* Working together to co-create the experience that your customers deserve.
* “The Secret” to good customer service – to be revealed at the workshop.

Carol Campbell has managed the volunteer team at Tafelmusik Baroque Orchestra and Chamber Choir since 1987. When she began her journey with Tafelmusik there was a core group of 30 volunteers assisting at the 10 concert orchestra season. As of 2011 there are now 150 to 160 volunteers in the core group, and the concert season includes over 50 concerts and other events that she and the Tafelmusik volunteers participate in. There are still quite a few of the original volunteers in the group. She truly enjoys her work and takes the Art of being a Volunteer Manager very seriously.


LEADER OF THE PACK What you Need to Win the Race with Bill Hogg

Please note: This session is for General Managers and Artistic Directors Only at the request of the presenter.

Thursday April 28th 12:00pm to 2:00pm
Registration Deadline: Tuesday April 26

Your customer relationships are your only sustainable competitive advantage for growth and profitability but the brutal truth is that 75% of your customers would gladly do business with your competition.

In this session Bill will engage senior executives in a conversation that will include proven principles that accelerate continuous improvement and unlock the secret of customer loyalty and profitability.

Bill Hogg works with senior leaders to inspire and develop high performance, customer-focused teams that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.

As a senior executive with over 30 years experience, he has worked with national and international clients that include; Hudson Bay Company (the Bay, Home Outfitters), Anheuser Busch InBev (world’s largest brewer & owners of Labatt), Lever Canada, Lexus automobiles, McNeil Consumer Products, Ontario Place, Procter & Gamble, State Farm Insurance, the Province of Ontario and the City of Toronto Canadian National Exhibition.

For additional information email bill [at] billhogg [dot] ca or visit us online at

Registration Details

Cost for TAPA Members: $10.00 per session or $20.00 when you register for all 3 sessions in advance
Cost for Non TAPA Members: $20.00 per session
Location: The Connector Room, Suite 120, The Centre for Social Innovation 215 Spadina Avenue, 1st Floor
RSVP To Alexis DA Silva-Powell at alexisdsp [at]

Thank you to our Spring Lunch’n Learn partners:

* Toronto Workforce Innovation Group
* Toronto Alliance for the Performing Arts (TAPA)


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