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4th Annual Customer Service Leadership Summit 2021

Live-Stream Virtual Event, Oct 6, 2021. Enrolment is limited. Guarantee your seating and register today.


Terry O'Reilly with Bonus Book

Terry O’Reilly

Under the Influence thought leader, Master Marketer

That’s right – the Terry O’Reilly! Star of CBC radio’s Under the Influence, bestselling author, and podcaster to over 7 million downloads per year will be taking you on a journey of how to use customer service creatively to differentiate your brand, without breaking the bank.

Customer Service IS Marketing

Terry believes customer service equals profits. Too many companies either don’t understand this rule, or need help implementing it. Great companies know it’s not enough to have customers leave satisfied – the key is to have them leave happy. That is a step beyond service. Superb customer service creates intense customer loyalty and fuels referrals.

You’ll discover how to:

  • Create emotional connections with customers to generate feelings of fierce loyalty.
  • Capitalize on the tendency of customers to remember people over products.
  • Review customer touch-points in your company to provide more consistent service.
  • Exploit hidden opportunities to enhance customer experience.
  • Position your team’s customer service as a competitive advantage.
  • Harvest customer service stories to advertise and promote your uniqueness.
  • Use customer service as a powerful form of low-cost marketing

Take advantage of the unique opportunity to hear from one of the country’s foremost authorities on why customers buy. Terry and his team have done the research for you. He’ll share inspiring stories from around the world, revealing examples of unexpected customer service ideas your team can immediately implement.

Terry’s presentation will be followed by a Q & A enabling you to get behind the scenes and ask your own questions of this master marketer.

Meet Terry

Donald Cooper

Donald Cooper

MBA, CSP, Hall of Fame Business Speaker

Customer Ownership through Service Leadership

Most markets and industries are over-served and under-differentiated. There are too many other people selling what you’re selling… to customers who are more demanding, less forgiving, more confused, more time-compressed and more cynical than ever before.

You’ll discover how to:

  • Deliver compelling value and experiences that ‘grab’ your target customers, clearly differentiate you from your competitors, make you ‘famous’ and grow your bottom line.
  • Ignite your service culture with clear and passionate leadership, ‘commitments’ instead of wishy-washy goals. Then focus on empowerment, urgency and accountability.
  • Reject tired and limiting beliefs about customer loyalty, service, price and value. Replace them with strategies that have helped thousands of businesses redefine themselves with a 3-step process that generates extraordinary possibilities for customer ownership at every ‘touch-point’.

Donald Cooper believes that acquiring more loyal and profitable customers is not that complicated. In fact, you’ll be amazed how simple and do-able it actually is. In this bottom-line session, Donald delivers his clear and compelling insights into why people buy, why they don’t buy…and what they really want when they do buy. He’ll show you how to think and feel like a customer and understand them on a whole new level. Then, he’ll help you redefine ‘service’ in new, simple and transformational way.

“Every once in a while someone comes along who really touches a nerve – someone who’s message in right on! Donald Cooper is one of those rare individuals who has been there, done it…and tells the tale like no other.”

– Dave Nettleton, President, Sertapak

Donald Cooper

Donald Cooper

He has helped thousands of companies throughout the world to add more real value to their customers’ lives…and more dollars to their bottom lines!

Donald started his business career at the age of 6, sweeping the floor in the family business for 5 cents a day. Long days and low pay…excellent early training for an entrepreneur!

He earned an undergraduate business degree and an MBA from the Ivey Business School at the University of Western Ontario, back when dinosaurs roamed the earth…followed by 18 years at Cooper Canada, the family business. From humble beginnings with just 15 employees, in just two generations Cooper Canada became the world’s leading maker of hockey equipment and a Canadian Brand icon, with 2,800 employees.

As the company grew, partners were bought out; the company went public, then went global, was unionized and un-unionized; built a dedicated, world-class team; opened an offshore factory in Barbados; imported and exported; bought competitors and, finally, sold to the wrong people.

At age 43 Donald left the family business to do something less corporate, reinventing himself as an award-winning fashion retailer. In just 3 years he fundamentally redefined the customer experience, for which he received 7 Awards of Excellence for marketing, service and business innovation, including being voted Canada’s outstanding innovative retailer.

Drawing from his real-life experience as a world-class manufacturer, retailer and business coach, Donald now helps companies rethink and reinvent themselves to create compelling customer value, clarity of purpose and long-term profitability.

Rhonda Scharf

Rhonda Scharf

Global Speaking Fellow, Author of 8 books, Hall of Fame Speaker

Alexa is Stealing your Business!
Artificial Intelligence and your Future

Artificial intelligence is taking over our lives. Ask Amazon’s Alexa to call a client or confirm your schedule for the day, and Alexa will do just that immediately. Ask her a question, give her a command, or just share a joke together, and she becomes your new best employee. But how does she impact your businesses?

Is Alexa stealing your business? Bestselling author, Rhonda Scharf reveals what strategies are needed in this new paradigm. We know that good customer service is the foundation of any sustainable business, but how can we deliver when today’s customer demands more than anyone smaller than “Big Business” can provide or afford? Find out what you need to do to stand out. Don’t assume that what got you here will get you there. Spoiler Alert: Rhonda thinks your future looks bright!

You’ll discover how to:

  • Keep your business relevant and competitive when faced with the AI Revolution.
  • Determine what you need to continue to do and what can you stop doing.
  • Set you and your team apart from what AI can and cannot offer.
  • Make yourself and your business invaluable.

““Rhonda’s excitement is contagious! I’m in love with technology and the future of what is to come. Her session was amazing!””

Rhonda Scharf

Rhonda Scharf

Insightful … humorous … entertaining … even contagious 🙂 … words that are often used to describe Rhonda Scharf.  A speaker with the uncanny ability to look at the normal and see something quite different. 

Rhonda will share some things she has learned to help you thrive in your work environment, emerging at the end of the day with a smile and a sense of accomplishment. Audiences far and wide sing her praises for her relevant and useful tips on administration, communication, and workplace effectiveness!

Rhonda is an author, speaker, trainer, and grandmother! She has earned her Certified Speaking Professional (less than 7% of all speakers worldwide have earned this designation), is a member of the Canadian Speaking Hall of Fame, and is one of only 35 speakers worldwide who have earned their Global Speaking Fellow (meaning she truly has an international business), and been awarded the Spirit of CAPS award. She is the ONLY speaker in the entire world who has earned all four awards. Her peers consider Rhonda a leader in the speaking industry! Her natural warmth and sincerity are balanced by a healthy sense of the absurd, a combination that is useful in any situation.

Rhonda was one of the first Canadians to earn the “Certified Virtual Presenter” designation in 2020.

Rhonda’s professional speaking career began at age two… when her mother would offer her 25 cents to be quiet for five minutes!

Meet Rhonda

Stephen Hammond

Stephen Hammond

Lawyer, Workplace Behaviour Specialist, Author

Harassment Headaches and Diversity Dividends
Avoiding brand damaging headlines and customer backlash while creating a truly inclusive workplace

Even well-educated employees can say and do the wrong thing when communicating with customers and colleagues, destroying the reputations of individuals and corporate brands. While you can’t babysit your employees – ensuring every word coming out of their mouths is respectful – you can instill the basics of avoiding words and behaviours that garner expensive lawsuits and banner headlines.

You’ll discover how to:

  • Avoid triggering sensitivity hot-buttons, while becoming more inclusive in our diverse world.
  • Learn from the mistakes of others, particularly in the eyes of the Canadian judicial system.
  • Become truly inclusive, instead of just ticking off the boxes.
  • Address the single biggest barrier to inclusion: bystanders who fear repercussions.

“The feedback we received from our leadership group about Stephen’s message was so positive that we decided to provide this critical workplace training to all staff.”

Trevor Sutherley, Deputy Fire Chief, Parkland County

Stephen Hammond

Stephen Hammond

Stephen Hammond’s expertise is in improving workplace behaviours. He’s a professional speaker delivering training and keynotes speeches, predominantly for workplace leaders, regarding harassment, bullying, discrimination and the changing face of Canada.

Since 1992 Stephen has rescued organizations from workplace disasters and has strongly encouraged workplace leaders to change with the times, even if they are perplexed, overwhelmed and reluctant to act. While a lawyer by trade and still a member of the Law Society of British Columbia, he no longer practices law. He holds a professional designation with the Canadian Association of Professional Speakers (CAPS) and holds the designation of CSP, Certified Speaking Professional.

At a relatively young age, Stephen’s life experiences shaped his views and passions regarding rights and other behaviours. Yes, his Bachelor of Arts in political studies from the University of Manitoba, and his Bachelor of Laws from Osgoode Hall Law School (York University), gave him a good base. However, his education of “hard knocks” likely came from intense discussions with his feminist and politician mother Gerrie Hammond, as well as his experience of being arrested in communist Poland before being thrown out of the country for being a “spy.”

Stephen was called to the Bar in British Columbia in 1988 and proceeded to work in the field of labour and employee relations both in the private and public sectors. He’s the author of three books, the most recent being The New Norm: A manager’s guide to improving workplace behaviour…and keeping out of legal hot water. Stephen also has a new online course, The Respectful Workplace in Canada.

Meet Stephen

Michelle Cederberg

Michelle Cederberg

Speaker, Coach, Bestselling Author

The Success-Energy Reset
How to Regain Focus and Recharge Work and Life, in a Post-Pandemic World

In an age of disengagement, distraction and fatigue still lingering from the pandemic, how we work and live has been tested. As we navigate on-going uncertainty, we are busy, stretched, and stressed and it can feel difficult to stay positive and lead effectively.

Health and Productivity Expert, Michelle Cederberg shares research from her new book The Success-Energy Equation to help you and your team regain focus and tap into a well of energy that will increase productivity, and reduce overwhelm and stress in every area of your life.

You’ll discover how to:

  • Get clear on your own definition of success; what really matters to you in work and life, and what drives you to do what you do – particularly in a post pandemic world.
  • Look at typical barriers that get in the way of success, how you can effectively navigate them, and lead your team productively despite them.
  • Discover four science-backed variables that contribute to higher levels of goal achievement and overall well-being.
  • Embrace a simple but powerful daily habit to ensure on-going success with everything you do that’s important to you (what it is may surprise you).

“We were blown away by Michelle’s ability to capture and hold audience attention. Our team regularly implements her simple strategies to stay focused and energized.”

Patricia Driessen, Executive Coordinator, Fraser Valley CPA Association

Michelle Cederberg

Michelle Cederberg

For over 17 years, Certified Speaking Professional, Michelle Cederberg has captivated audiences across North America with her empowering and humorous messages about how to set worthwhile goals, get energized for success, and live a bigger life.

An in-demand speaker (both virtually and in-person), author, coach and consultant, she believes that personal and professional success is directly influenced by how well we harness the physical, mental and emotional capacity we each have within us. She helps people boost that capacity, so they gain clarity, build confidence, and get the discipline to create the life and career they want.

She holds a Masters in Kinesiology, a BA in Psychology, a specialization in Health and Exercise Psychology, is a Certified Exercise Physiologist, a Certified Professional Co-Active Life Coach, and an ORSC-Trained Team Coach. She truly combines mind, body and practicality to empower change.

Michelle is the author of three books. Her new book The Success-Energy Equation, debuted as a bestseller in October 2020.

Meet Michelle

Jeff Mowatt

Jeff Mowatt

Customer Experience Strategist, Bestselling Author, Hall of Fame Business Speaker

Staging Virtual Customer Buying Conversations
Using virtual meetings to convert customer inquiries into sales


The end of the pandemic doesn’t mean the end of virtual meetings with customers and prospects. Many customers will still resist in-person meetings; especially if they continue working from home. Fortunately, that presents an opportunity to shift from the old practice of responding to customer inquiries by sending price sheets, quotes, and estimates, to instead hosting virtual ‘face to face’ conversations to establish your unique value and why it’s worth a premium. The key is gaining agreement for a virtual meeting, and then making the most of it.

You’ll discover how to:

  • Reply to customer inquiries with a compelling reason for them to opt for a virtual conversation over phone, email, or text communications.
  • Set the stage for more engaging virtual conversations to help customers clarify their needs.
  • Use the P.U.P.© method to narrow the information you provide customers down to the three key elements they need to make faster, easier buying decisions.
  • Differentiate your products and services to make your prices become less relevant.
  • Wrap-up your meeting with a compelling call to action to move the purchase forward.

“Jeff’s seminar was a game changer for Sprung that gave us a much better chance of achieving our revenue goals. I highly recommend this session for any team that needs to remain cutting-edged and customer-focused.”

Jim Avery, Vice President, Sprung Instant Structures

Jeff Mowatt

Jeff Mowatt

Treat yourself to this thought provoking session with bestselling author, customer experience specialist, and Hall of Fame business speaker, Jeff Mowatt. 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 Trusted Advisor® column has been syndicated and featured in over 200 business publications. Get ready to laugh and learn with Jeff as he shares simple communication tools to expand your business – even with customers who resist in-person meetings.

Meet Jeff

Four reasons you & your leadership team should attend:

1Make price less relevant.

You already know that in today’s commoditized marketplace, your #1 competitive advantage is your team’s service. And it’s one of the few things you have total control over. This Summit is for leadership teams who:

  • Want to create more memorable and meaningful relationships with their customers.
  • Don’t want to settle for merely “good enough.”
  • Want their company’s service to be valued – literally, over that of their competitors.

2Help Uber-proof your business.

Lots of companies claim they provide great customer service. Compared to who? Your customers are no longer merely comparing you to your competitors. They’re also comparing your company to the remarkable convenience of the Amazons and Ubers of the world. Take advantage of this opportunity to step back from your daily activities and generate ideas to ensure your organization won’t be disrupted. Take one day to assess the latest trends and recalibrate for the future.

3Create buy-in and take action.

You may have found that trying to introduce new ideas to an established business can be challenging. That’s why we encourage bringing your leadership team, and why we offer savings when you register groups of 4 people or more. Your decision makers get the same message at the same time, and you can share ideas over lunch and during breaks. And you can move into action the very next day.

4Have some fun!

Ever been to a conference where you’re crammed shoulder to shoulder, forced to sit through somebody reading PowerPoint punishment in a monotone that has you wishing you were anywhere but there? Us too. That’s why all of the keynoters are professional speakers who know how to engage and entertain a business audience while sharing relevant ideas. Plus, since it’s live-stream virtual you have a front row seat (you’re welcome)! The day will fly by; ending with you and your leadership team being re-focused and recharged.

LIVE-STREAM VIRTUAL PROGRAM October 6, 2021 (time zone is Calgary – Mountain time)

8:15am – 8:30am Login
8:30am – Summit opening and top customer service trends with host Jeff Mowatt
Donald Cooper – Customer Ownership through Service Leadership
Rhonda Scharf – Alexa is Stealing your Business!
Stephen Hammond – Harassment Headaches and Diversity Dividends
12:10 – 12:50 – break
Jeff Mowatt – Staging Virtual Customer Buying Conversations
Michelle Cederberg – The Success-Energy Reset
Terry O’Reilly – Customer Service IS Marketing
4:30pm Close


Your closest screen! The virtual format means you can join from anywhere with no time or expense lost to travel.


Standard – at the door or up to 6 days prior to Summit date – $825
Advance rate – 1-4 weeks prior to Summit date – $575. Advance rate ends Sept 29th.

Amounts are in Canadian dollars.

Groups: You’ll automatically receive 10% off the above rates when you register groups of 4 people or more.

My Best Mistake - by Terry O'ReillyRegistration Bonus! After the Summit, all participants will receive a copy of Terry O’Reilly’s hot-off-the-presses new book, “My Best Mistake: Epic Fails and Silver Linings”!


To enhance engagement, we are using a live-stream zoom meetings format and limiting the session size. To guarantee spots for you and your team, register today by calling us at 1-800-566-9288, within Calgary 403-244-9094. Or Register Online:



You may cancel up to 30 days in advance and receive a full refund. You may switch registrants at any time.

Still not sure this is the right conference for your team?

Check out these comments from past Summit participants

“I learned so much today to help me grow as a leader. I’ll bring it all back and put into practice to strengthen my team.”

Rose Walker - Office Manager, City of Chestermere

“Everything was very relatable and beneficial for our company.”

Alex Chong - Parts Manager, Mikasa Automotive

“Loved the day! Great reminder of our client relationships and the impact of our actions and words.”

Crystal Sydora - Manager Client Services, Agriculture Financial Services Corporation

“Everything was impactful.”

Darrell Darvill - Darrell Darvill, Branch Manager, Central Air Equipment

“The wealth of information is extraordinary. I cannot imagine learning more about handling clients and employees in one day.”

Ryan Hansen - Parts Manager, Martin Motor Sports

“I’m returning to work feeling recharged and motivated to make a difference. Thank you!”

Cheryl Sherwin - Branch Managers, Servus Credit Union

“I’m excited to take back these techniques to engage and raise the positivity of my team.”

Justine Burns - Jobber

“All speakers were fantastic. I will be implementing these concepts both at work and in my personal life.”

Corrie Gardner - Sales Manager, Riverside Honda

“This experience helps me bring more positivity and energy to my work and home life.”

Chelsea Anderson - Assistant Manager, Bear Creek Animal Clinic