Customer Service Excellence

Customer Service Excellence

Re-imagining the customer experience for a COVID-19 world is critical for regional tourism businesses to thrive. Through HHB Tourism Operator Training, industry will learn how to address consumer behaviour and increase customer confidence to purchase.

Training sessions include:

  • Online Customer Service Relations
  • In Person Customer Service Relations
  • Social Media Customer Engagement
  • Building Consumer Confidence

 For details on more modules in the Building Back Better training and skills development series click here.

Upcoming Sessions


Building Consumer Confidence: Outdoor Recreation, Large Attractions, Events, Heritage, Arts and Culture 

Date: Thursday February 3rd, 2021

Time: 9:00am – 12:00pm

Session Details: Many consumers will be apprehensive during re-opening, so organizations need to do all they can to build consumers’ confidence and trust in their business, staff, and post Covid-19 processes.

In this course, you will learn tools and techniques to leverage customer service excellence and new covid protocols to build consumers confidence in your organization. Also, you will learn how to market and message these processes and changes to your customers and prospects. As a result, you will learn how to encourage your customers to promote these positive changes to other consumers.

Upon successful completion of this course, you will be able to:

  • Leverage customer service excellence skills conducive to welcoming customers back
  • Build rewarding relationships and retain customers

The course will cover the following topics:


• Health & safety protocols

• Educating consumers

  •  Online content
  •  Onsite messaging
  •  Transparent & friendly

• Testimonials

• Promotions - traditional & social media, influencer collaboration

• Messaging - Website, google posts, Social Media Channels & Google search

Note: This webinars content has been designed for Events, Outdoor Recreation, Large Attractions, Heritage, Arts and Culture Operators. 

To Register, please email

**Please note: In the case of increased restrictions due to COVID-19 this In-Person Workshop will be held on the same date/time but through a virtual platform. All registered participants will be contacted immediately if this is to happen. 


Karen Roy

Speaker Bio: After a successful corporate career working for large brands such as Bell Canada, Groupe Dynamite and Andres Wines, Karen Roy gave up her Senior Roles, to create her own unique boutique retail consulting firm; Karen Roy and Associates specializing in sales training, marketing and operations. 

Throughout her experience Karen has always been recognized for her marketing and leadership skills.  At Bell Global Solutions she launched Sympatico internet and negotiated the National Agreement between the company and Future Shop to distribute the first ever Bell Internet service.  Negotiations included optimal product placement and merchandising guidelines for all stores across Canada.  Subsequent merchandising and product training was designed and delivered to all department heads across Canada.

At Groupe Dynamite, she was responsible for 22 million in retail revenue.  Within her district she worked with the Head of Merchandising to redesign and implement 3 new concept stores for the Garage Clothing brand. This project included end to end deliverables to move store spaces from 2200 square feet to over 5500. Part of the redesign that Karen was responsible for included the creation of new Merchandising standards and an Inventory shrinkage controls manual.  All 3 stores within her district opened ahead of their given timelines allowing for additional sales.

Karen’s most recent client was working for a National Franchisor where she was hired to create and implement merchandising standards across 30 independently owned Franchisees.  Also included was a studio appearance checklist and action plans for any studio franchisees that didn’t adhere to standards.

Karen has worked with other retailer’s such as Telus Mobility and Visa Canada.  Her marketing experience in both digital and traditional has allowed her to create better customer experiences either online or in person.  In 2011 Karen began working with MCE as a sub-contractor facilitator.  She has worked in various capacities as a facilitator, designer and trainer.  She also delivers MCE’s ‘open seat’ workshops which include such topics as stress management, leading change and amazing customer service.  Participants in Karen’s workshops consistently find her enthusiastic, knowledgeable and approachable.  


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