SHSM Planning Doesn’t Have to Feel Like a Second Job

If you’ve ever supported an SHSM program in Ontario, you’ve probably felt it: the pressure of trying to do something meaningful for students while also trying to keep everything organized behind the scenes.

That pressure makes sense. SHSM is one of the strongest student engagement programs in Ontario because it connects learning to real careers. But it’s also one of the most complex programs to deliver, because it isn’t “one class.” SHSM includes a sector-focused credit bundle, certifications, experiential learning, reach-ahead opportunities, and documentation requirements that all have to be coordinated across a school year.

For many SHSM leads and teachers, the challenge isn’t motivation. It’s capacity. SHSM planning can start to feel like a second full-time job—especially when you’re trying to run it on top of teaching, assessment, supervision, and daily school demands.

The good news is that SHSM planning becomes much easier when you stop treating it like a series of emergencies and start treating it like a system.

This blog is a solution-focused guide to doing exactly that.

The SHSM Planning Shift That Changes Everything: Build a System, Not a To-Do List

The most common reason SHSM implementation feels overwhelming is that teachers are trying to hold too many moving parts in their heads at once.

You’re planning certifications. You’re trying to schedule guest speakers. You’re coordinating trips and experiences. You’re collecting reflections. You’re tracking student progress. You’re communicating with families. You’re working with guidance. You’re making sure requirements are met.

And you’re doing all of this while teaching full time.

When SHSM planning is managed as a giant to-do list, it becomes reactive. You spend the year responding to what’s urgent, rather than working through a plan.

A more sustainable approach is to run SHSM like a year-long project. That means using a timeline, checkpoints, and shared responsibilities—just like you would for a major school event or department initiative.

When SHSM is structured like a project, it becomes predictable. And predictable is what reduces stress.

Step 1: Create a Visible SHSM Program Map (Your #1 Simplification Tool)

If there is one tool that makes SHSM planning easier, it’s this:

A program map you can see.

A program map is a simple overview of what needs to happen across the year. It doesn’t need to be complicated. It can be a one-page document, a shared calendar, or a digital planning sheet. The point is not to create more paperwork—the point is to stop relying on memory.

A strong SHSM program map clearly shows:

• what certifications will be delivered and when
  what experiential learning activities are planned and when
  when reach-ahead experiences will happen
• when student completion checks will happen
• who is responsible for each task
  

When SHSM requirements are visible, teachers can plan proactively instead of constantly playing catch-up. It also makes SHSM easier to explain to students and staff, because the year is organized in a way people can understand.

Most importantly, a program map reduces anxiety. When you can see that the year is accounted for, you stop worrying about what you might be missing.

Step 2: Stop Doing Everything Yourself (Even If You’re the Lead)

Another major reason SHSM planning becomes exhausting is that it often depends on one person.

In many schools, one teacher becomes the organizer of everything. That teacher holds the calendar, the partner contacts, the student tracking, the event planning, and the problem-solving.

That level of responsibility is admirable—but it’s not sustainable. If that person is away, changes roles, or simply burns out, the program becomes fragile.

Take a Lesson From Agile Software Development: Split SHSM by Tasks, Not by One “SHSM Super-Teacher”

In agile software development, teams avoid building projects where one person owns everything, because it creates a “single point of failure.” If that person is away, overwhelmed, or leaves, the whole project slows down—or collapses.

SHSM planning can accidentally work the same way.

In many schools, one teacher becomes the SHSM organizer for everything: the calendar, the trips, the guest speakers, the certifications, the tracking, the emails, the last-minute fixes. That level of commitment is incredible—but it’s not sustainable.

Instead of splitting SHSM work by department (which often gets messy), one of the simplest ways to make SHSM easier is to organize it like an agile team would: split responsibilities by task.

Here are real examples of how schools can divide SHSM planning in a practical, realistic way:

SHSM Field Trip Lead
This person owns the big logistics pieces like booking buses, selecting dates, permission forms, and communicating trip details.

SHSM Reach-Ahead Lead
This person focuses on planning and confirming reach-ahead experiences (college visits, training centre sessions, industry events), and making sure they happen at the right time in the year.

SHSM Guest Speaker Lead
This person coordinates guest speakers, panels, and in-school visitors—booking them early and keeping a list of reliable contacts for future years.

SHSM Certifications & Training Lead
This person handles scheduling certifications, booking providers, organizing student lists, and ensuring completion proof is collected.

SHSM Tracking & Completion Lead
This person maintains the tracker, follows up on missing evidence, runs monthly check-ins, and makes sure students stay on pace to complete the SHSM requirements.

When SHSM is divided like this, nobody has to carry the whole program alone. Each teacher owns a manageable piece, and SHSM becomes something the school can run consistently—not something one person survives.

That’s the difference between “running SHSM” and actually sustaining SHSM year after year.

Step 3: Batch Your SHSM Planning Into Phases (Instead of Constantly Doing Everything)

One of the best ways to reduce SHSM stress is to stop planning everything weekly.

SHSM planning feels overwhelming when it’s scattered across the year in random moments: a trip planned here, a certification organized there, tracking updated whenever you remember.

Instead, SHSM becomes manageable when you plan in phases. You’re not doing less—you’re doing it in a way that fits the school year.

A simple phased approach looks like this:

Phase 1: Start Strong (September–October)

Focus on onboarding, setting expectations, and scheduling early experiences.

Phase 2: Build Momentum (November–February)

Deliver certifications and consistent experiential learning while tracking completion regularly.

Phase 3: Finish Cleanly (March–June)

Focus on reach-ahead experiences, final completion audits, make-up opportunities, and celebration.

Batching planning into phases reduces the “always behind” feeling and gives SHSM teachers a realistic rhythm.

Step 4: Plan SHSM Activities With Evidence Built In (So Tracking Becomes Easy)

One of the biggest SHSM teacher stressors is the fear of missing a requirement.

That fear is valid. SHSM has formal components, and students need to complete them to earn the SHSM designation.

The simplest way to reduce compliance stress is this:

Plan every SHSM activity with documentation in mind.

That means every experience should naturally create something trackable, such as:

• a sign-in sheet
• a student reflection prompt
• a portfolio artifact
• proof of participation
• a quick exit ticket
  

When evidence is built into the experience, tracking becomes easier. It also becomes more accurate, because you’re capturing learning in real time rather than trying to reconstruct it later.

And it strengthens SHSM quality. Reflection and documentation aren’t just “compliance tasks.” They help students connect experiences to skills, pathways, and career goals.

Step 5: Focus on the Foundations That Make SHSM Easier All Year

When SHSM feels overwhelming, it’s tempting to add more activities, more meetings, and more tracking tools.

But SHSM doesn’t improve through more complexity. It improves through stronger foundations.

If you want SHSM to feel simpler, focus first on:

• a clear program map
• a reliable schedule of experiences
• consistent evidence collection
• a shared team structure
• regular student check-ins
  

Once those basics are stable, SHSM becomes easier to manage. You spend less time scrambling and more time delivering meaningful experiences.

The strongest SHSM programs aren’t always the busiest ones. They’re the ones that are consistent, clear, and student-centered.

Final Thoughts: SHSM Planning Can Be Structured, Sustainable, and Still High Impact

SHSM planning and implementation is complicated—but it doesn’t have to be chaotic.

When teachers use a visible program map, share responsibilities, plan in phases, and build evidence into activities, SHSM becomes manageable. Not only does teacher stress decrease, but the student experience improves too.

SHSM works because it gives students real-world learning, career exploration, and confidence. When the planning system is strong, teachers can focus on what SHSM does best: creating experiences students remember and skills students carry forward.

By Carmen Reis, CPA, MA

Comments, questions or feedback? Drop us a line at: hello@flashpointtraining.com

I was having a conversation today with my son’s guidance counsellor and we ended up chatting about discipline and perseverance. Both she and I were raised by immigrant parents and we laughed about how “hard” we felt we had it, particularly compared to youth today. Certainly, I can imagine, if her experience was anything like mine, it was certainly a stricter environment than my kids have.

This conversation led me to think about how we define “hard”. Did we really have it harder in generations gone by, or do kids today, with all of the multiple inputs and outputs, media and responsibilities, have it harder than we did?

I think this question may not have a simple answer, but one thing I would argue, is that the tolerance and endurance youth today face for what is hard, may be less than in past generations. Parents are more involved today. Where we can, we try to facilitate things for our children. Perhaps in doing so, we undermine our children’s ability to develop discipline, perseverance and grit.

Learning to Celebrate Attempts, Failures and the Process Itself

In SHSM, we celebrate certifications, co-op successes, and the big milestones—but there’s an equally important part of the journey that often goes unnoticed: failure, and the discipline it takes to keep going afterward.

We highlight the polished final product, but the real learning—the kind that shapes students for their futures—happens in the messy middle. Over time, we’ve all seen it: the students who rise the highest aren’t always the most naturally gifted; they’re the ones who keep showing up, even when it’s hard.

I think it is really important to celebrate the attempts, the failures and the process/journey itself.

Failure Builds Real-World Readiness

Today’s world demands constant adaptability. Students will face evolving workplaces, new technologies, competitive pathways, and unexpected setbacks. Teaching them that failure is not a dead end but a data point can build resilience and reframe struggle as a natural part of growth.

When a SHSM student pushes through a difficult task—whether it’s a challenging co-op placement, a certification attempt that doesn’t go as planned, or a project that needs a complete redo—they are developing:

• Adaptability
• Grit
• Problem-solving
• Confidence in their ability to improve
• The discipline to keep going

These skills appear in every employer’s “must-have” list, regardless of sector.

Discipline and Grit: The Quiet Skills Behind Lifelong Success

If perseverance is the act of trying again, discipline and grit are the habit of showing up in the first place. It’s the real power source behind improvement.

Whether students build discipline through school, sports, music, part-time jobs, or extra-curriculars, they are learning one of the greatest predictors of lifelong success: the ability to be consistent even when motivation fades.

Discipline teaches students to:

• Commit to something larger than the moment they’re in
• Do the hard things even when they don’t feel like it
• Trust the process, not just the results
• Build momentum through small, steady steps

This is where the magic happens. Students who learn disciplined habits early on develop the mindset and routines that carry them through postsecondary pathways, workplaces, and life’s inevitable challenges.

Perseverance: Turning Setbacks Into Strength

Every career pathway is full of people who failed forward. Innovators, entrepreneurs, tradespeople, athletes, and world-class professionals share one truth: mastery comes from repetition, reflection, and resilience—not perfection.

When students learn to persevere, they start to see challenges differently:

• From “I can’t do this” to “I can’t do this yet.”
• From avoiding difficult tasks to embracing them.
• From feeling defeated to adjusting their approach and trying again.

That shift in mindset can carry a student further than any single success story.

How SHSM Helps Build Discipline and Grit and Normalize Productive Failure

One of the strengths of SHSM is how naturally it builds these skills. Through experiential learning, community partnerships, certifications, and sector-focused challenges, students learn that:

• Mistakes are expected and useful
• Professionals rarely get it right the first time
• Discipline—showing up, trying again, seeking feedback—is what leads to breakthroughs
• Skills develop through repetition and reflection

Again and again, students discover that the real growth happens just past the point where they want to quit.

A Call to Celebrate the Attempts and the Process, Not Just the Achievements

As educators and trainers, we can make a powerful impact by celebrating effort, progress, and discipline, not just the end results. When we acknowledge the setbacks and the persistence that follows, students begin to understand that success is rarely linear—and that they have what it takes to navigate the twists and turns.

SHSM students are building futures full of potential. Our role is to remind them that failure is feedback, discipline and grit are their superpower, and perseverance is the bridge between where they are and where they want to go.

Because when students develop these habits early, they don’t just prepare for a job—they prepare for life.

By Carmen Reis, CPA, MA

Carmen is the CEO of Flashpoint Training and dedicated to building opportunities for youth to ignite their passion and find their spark.

You can email carmen at: Carmen@Flashpointtraining.com

Why Co-op Learning Matters

In today’s competitive job market, students need more than a diploma — they need experience. Ontario’s Specialist High Skills Major (SHSM) program gives high school students a head start by combining classroom learning with co-operative education placements, industry certifications, and career exploration.

But what’s the actual payoff of co-op experience? Research from colleges and universities across Canada shows that students who complete co-op or work-integrated learning (WIL) have stronger employment outcomes, higher wages, and smoother transitions into full-time careers.

While long-term quantitative data for high school co-op students is still limited, the results from post-secondary studies paint a clear picture: structured, supervised work experience works.

Co-op Graduates Get Better Jobs, Faster

According to Statistics Canada, among graduates from Canadian post-secondary institutions:

• 86 % of co-op college graduates were employed full-time within three years of graduation, compared to 79 % of non-co-op graduates.
• 90 % of co-op university graduates secured full-time work versus 83 % of their non-co-op peers.
• Co-op participation was directly linked to “more favourable labour-market outcomes,” including greater job stability and alignment with one’s field of study.

In other words, co-op isn’t just a résumé booster — it can act as employment accelerator.

Higher Earnings and Career Alignment

A national analysis by the C.D. Howe Institute (2023) found that co-op graduates enjoyed higher average earnings and a greater likelihood of securing permanent positions compared to non-participants.

Complementary research from Co-operative Education and Work-Integrated Learning Canada (CEWIL) confirmed that co-op graduates report:

• Higher median salaries in the first three years after graduation.
• Closer alignment between their job and field of study.
• Reduced over-qualification rates (fewer grads working in jobs below their skill level).

These are precisely the kinds of benefits SHSM aims to deliver — only earlier.

What This Means for High School SHSM Students

Although there is little formal statistical tracking at the high-school level, it is reasonable to extrapolate these trends. SHSM students complete co-operative placements, earn sector-specific certifications, and often build employer relationships before graduating.

Early exposure to workplace settings gives them:

• A better understanding of career options before committing to post-secondary education.
• Real-world experience that strengthens college, university, and apprenticeship applications.
• Transferable skills — communication, teamwork, punctuality, adaptability — that employers consistently rate as top hiring priorities.

In practice, this means SHSM students with meaningful co-op placements are already developing the same competencies that predict higher employment and wage outcomes later in life.

Why Experience Doesn’t Trump Theory but Supports It…

Employers repeatedly say that relevant experience is one of the most important factors in hiring. A report by the U.S. National Association of Colleges and Employers (NACE, 2023) found that paid co-op or internship participants receive 44 % more job offers and start at higher salaries than peers without that experience.

That pattern mirrors what Canadian research shows — students who work in structured, supervised placements transition to employment faster and with better job quality. SHSM co-ops provide the same foundation at the secondary level, giving students an early professional identity and resume-ready experience before graduation.

Engaging in alternating periods of study and employment enables students to iterate between theory and practice, continuously refining their understanding of how knowledge functions in real contexts. Beginning this process early supports the development of a balanced, adaptive approach to achieving workplace goals.

Building a Case for Tracking High School Outcomes

Despite the strong evidence from post-secondary research, high-school co-op outcomes remain under-measured. Few provinces track the long-term employment or earnings of SHSM participants versus non-participants. This presents an opportunity for school boards and training partners to lead the way by collecting data such as:

• Employment or post-secondary placement within 6 months of graduation.
• Student-reported job alignment with career goals.
• Re-employment or continuation rates with co-op host employers.

Such tracking could confirm what educators already observe anecdotally: students who learn by doing may succeed sooner and go further.

The Takeaway

SHSM’s co-operative education component is more than a curriculum feature — it’s a strategy for future success. Evidence from thousands of Canadian graduates shows that structured, paid, and supervised work experiences lead to:

• Higher full-time employment rates
• Faster job placement
• Higher early-career earnings
• Better career-fit and satisfaction

By embedding co-op opportunities directly into high school, SHSM helps students build these advantages years earlier — turning curiosity into career readiness.

Sources

1. Statistics Canada (2014). Labour market outcomes for co-op and non-co-op graduates, National Graduates Survey. www150.statcan.gc.ca
2. Statistics Canada summary, “Work-integrated learning and labour market outcomes,” 2014.
3. C.D. Howe Institute (2023). School Co-op Programs Benefit Some Students More than Others. cdhowe.org
4. CEWIL Canada (2019). Research on Co-op Earnings and Employment Outcomes. cewilcanada.ca
5. National Association of Colleges and Employers (2023). Internship & Co-op Survey Report. naceweb.org

As Ontario’s labour market changes, students need learning that connects to real opportunity. The Specialist High Skills Major (SHSM) program helps high school students build sector-specific skills, earn industry certifications, and explore career pathways through co-ops, reach-aheads, and hands-on learning.

But which SHSM programs will matter most over the next five years — and what new SHSM electives should schools develop to prepare students for future jobs?

At Flashpoint Training, we analyzed Canada’s most recent labour-market data (2024-2033) from the Canadian Occupational Projection System (COPS) and Statistics Canada. The findings are clear: over 68% of job openings during this period will result from retirements and workforce exits, not new positions. That means Ontario’s next generation will step directly into roles left open by experienced professionals — if they have the right training.

Here are the Top 5 SHSM Sectors for 2025–2030, and the innovative new electives schools should create to prepare students for the future of work.

1. Health & Wellness

The Outlook

Healthcare remains one of Canada’s most stable and expanding industries. With an aging population and record demand for front-line professionals, this SHSM will continue to lead the way.

• 25% of current healthcare roles will open due to retirements by 2033.
• Seniors (65+) will make up 23% of Canada’s population by 2033.
• Rapid growth in home care, diagnostics, telehealth, and allied health services.

Recommended New SHSM Electives

• Healthcare Technology & Diagnostics — telehealth tools, lab tech, and monitoring systems.
• Aging Population & Geriatric Services — long-term care and dementia care fundamentals.
• Mental Health & Wellness in the Workplace — practical mental health strategies and first response.

Why it matters: Health & Wellness SHSM graduates enter a field with consistent demand and purpose-driven career options — from personal support work to lab and therapy pathways.

2. Construction & Skilled Trades

The Outlook

Skilled trades are critical to Ontario’s infrastructure — and facing major shortages.

• Over 28% of Canada’s construction workforce will retire by 2033.
• 100,000 new tradespeople needed by 2029 (BuildForce Canada).
• High demand for sustainable, low-carbon building practices.

Recommended New SHSM Electives

• Advanced Building Technologies & Automation — smart homes, BIM, robotics.
• Sustainable Construction & Green Trades — eco-materials, retrofits, zero-carbon projects.
• Trade-Pathway Exploration Lab — short modules across carpentry, HVAC, electrical, and plumbing.

Why it matters: Modernizing construction electives ensures students gain exposure to future-ready trades — bridging practical skills with environmental innovation.

3. Information & Communications Technology (ICT)

The Outlook

Digital transformation continues to drive demand for skilled ICT professionals in every industry.

• 88,000+ ICT job openings projected between 2024–2033.
• Top fields: cybersecurity, software development, data analytics, and AI integration.
• Expansion demand outpaces all other sectors.

Recommended New SHSM Electives

• Cybersecurity Fundamentals — network protection, ethical hacking basics.
• Data Analytics & Visualization — storytelling with data using Python and Excel.
• Emerging Technologies Lab (AI, IoT & Automation) — hands-on exploration of tomorrow’s tech.

Why it matters: These electives strengthen digital literacy and critical thinking — essential for future college, university, or tech-sector careers.

4. Advanced Manufacturing

The Outlook

Canada’s manufacturing industry is being redefined by automation, robotics, and advanced materials.

• 34% of manufacturing roles expected to turn over by 2033.
• 78% of openings for industrial and manufacturing engineers due to retirements.
• Growing focus on additive manufacturing and lean production systems.

Recommended New SHSM Electives

• Robotics & Mechatronics in Manufacturing — integration of machines and software.
• Digital Manufacturing & 3D Printing — CAD/CAM design and rapid prototyping.
• Lean Manufacturing & Supply-Chain Systems — efficiency, sustainability, and global operations.

Why it matters: Manufacturing SHSM programs that include automation and digital tools help students stay competitive in Canada’s evolving industrial landscape.

Transportation & Logistics

The Outlook

Transportation and supply-chain management are the lifeblood of a global economy — and both are facing an aging workforce.

• 29% of transport and logistics jobs will open through 2033 due to retirements.
• Rapid growth in e-commerce logistics, electric vehicles, and autonomous transport.
• Rising need for fleet management, planning, and warehouse automation skills.

Recommended New SHSM Electives

• Logistics & Global Supply-Chain Systems — how goods move worldwide.
• Electric & Autonomous Vehicle Technology — EV design, safety, and diagnostics.
• Air/Sea/Rail Intermodal Operations — the future of connected freight networks.

Why it matters: Transportation SHSM graduates will power the systems that keep Canada moving — from warehouse logistics to electric mobility.

Why Schools Should Act Now

These five sectors represent more than 60% of projected job openings through 2033. For Ontario educators, aligning SHSM programming and electives with this data is essential to student success.

Implementation tips for school boards:

• Pilot new electives within SHSM bundles as major credits.
• Partner with industry leaders and training companies for certifications (e.g., robotics, cybersecurity).
• Use co-op placements and field trips to reinforce experiential learning.
• Integrate certifications such as WHMIS, First Aid, and CompTIA directly into courses.

My Final Thoughts

The next generation of SHSM students will enter one of the most dynamic job markets in Canadian history. By blending career-focused learning, real-world certifications, and forward-thinking electives, Ontario schools can equip every student to thrive.

At Flashpoint Training, we specialize in bringing SHSM to life through field trips, certifications, hackathons, and industry partnerships — helping schools turn classroom learning into future careers.

Your Thoughts???

As we plan for next year, what courses would you like to see?

Give us your anonymous feedback below:

https://forms.gle/yYbpzqGb7vD3zVxB7

Ready to design your next SHSM experience?

Contact Flashpoint Training to explore sector-aligned certifications, immersive field trips, and future-ready SHSM programming for your students.

www.flashpointtraining.com

Ontario’s classrooms are evolving — and so are the expectations placed on educators. Today’s students need more than lessons and lectures; they need experiences that prepare them for real opportunities beyond graduation. That’s where SHSM (Specialist High Skills Major) experiences step in — connecting curriculum with the real world in ways that spark passion, purpose, and possibility.

At Flashpoint Training, we’ve seen how the right SHSM experience can transform learning. When students step out of the classroom and into a professional environment — whether it’s a live industry workshop, a hands-on certification, or a challenge-driven hackathon — something shifts. They stop memorizing content and start building the skills they’ll actually use.

What Makes an SHSM Experience Truly “Real-World”?

Not every field trip or workshop delivers meaningful impact. The most powerful SHSM experiences are intentionally designed to mirror real industry challenges while aligning with curriculum outcomes. Students aren’t just participants — they’re collaborators, problem-solvers, and innovators.

A real-world experience brings three essential elements together:

• Authentic context: Students engage directly with professionals and see how classroom concepts apply in real workplaces.
• Active learning: Hands-on activities and scenario-based challenges turn abstract theory into practical skill.
• Reflection and connection: Guided discussions help students connect their experience back to career pathways and SHSM learning goals.

When these elements come together, learning sticks — and educators see stronger engagement, deeper understanding, and measurable growth in essential skills like communication, teamwork, and innovation.

Skills That Stick: What Students Actually Learn

Every SHSM coordinator knows the difference between a “fun trip” and a transformative one. The best experiences don’t just entertain — they build the soft and technical skills that truly prepare students for the next step.

Here’s what we see every day when students take part in hands-on SHSM experiences:

• Communication That Connects: Whether they’re pitching an idea to industry experts or collaborating with peers during a simulation, students learn how to communicate clearly, confidently, and professionally. The connections are so strong that they literally will wait in line for over an hour to talk to a facilitator or one of our career speakers
• Innovation in Action: SPE/ICE and Hackathon-style programs challenge students to think critically and creatively. They’re not just solving hypothetical problems — they’re designing real solutions inspired by real workplaces. The excitement that fills the air when these students are in active competition, is a great feeling.
• Confidence Through Experience: When students complete certifications or apply skills in an authentic setting, their self-belief grows. They begin to see themselves as capable, employable, and ready to lead. However, we put this into action. Students are REQUIRED to present, to stand in front of a group and state their ideas and defend them.

These moments are what make SHSM so powerful. Students don’t just check boxes for a credit — they discover new strengths, explore career possibilities, and connect their classroom learning to the world around them.

Meeting SHSM Requirements Without the Headache

Between ICE hours, SPE components, certifications, and ministry documentation, coordinating SHSM programming can feel like a full-time job. That’s why smart planning — and the right partners — make all the difference.

At Flashpoint, we design turnkey SHSM experiences that meet multiple deliverables at once.

Each program is built with compliance and curriculum alignment in mind, so you can feel confident that every hour counts. Whether it’s:

• An SPE/ICE session with a career reach ahead
• A post-secondary opportunity aligned with a specific sector, or
• A custom field trip tailored to your students’ goals and passions,

our programs simplify the process and elevate the impact.

You focus on inspiring your students — we’ll handle the logistics, alignment, and documentation

A Glimpse Into the Future: Why Experiential Learning Matters More Than Ever

The world your students are entering is changing faster than ever. Employers now value adaptability, creativity, and collaboration as much as technical know-how. Experiential learning bridges that gap — helping students apply what they know, test new ideas, and build confidence in real situations.

Through SHSM experiences, students don’t just prepare for a job — they begin to see themselves as contributors to their communities and future industries. These experiences turn curiosity into confidence and help students discover career paths that truly resonate with their strengths and interests.

When learning feels real, motivation follows. And that’s when education becomes more than preparation — it becomes transformation.

Bring Learning to Life with Flashpoint

At Flashpoint Training, we believe every student deserves a chance to see where their skills can take them. Our SHSM experiences are designed to inspire curiosity, strengthen essential skills, and meet every program requirement — all while keeping engagement at the heart of learning.

Ready to design an SHSM experience your students, parents and administration will all love?

Reach out to us at: hello@flashpointtraining.com and let us design a SHSM Experience -in class or offsite–your students will remember for years to come.

Carmen is the CEO of Flashpoint Training and has spent a decade designing, evaluating and working with Experiential learning programs, building partnerships and growing training capacity across Ontario.

Upcoming SPE/ICE Events:

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$99 MARCH 26 SPE Learning with Lego

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SHSM Sector Partner Field Trip Experiences

Greater Toronto Area Event Partners:

Toronto Blue Jays

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Get an SPE experience from a panel of Toronto Blue Jay’s Team Members and watch the game all on the same day!  At the Rogers Centre, you’ll get a view like no other while completing your ICE training….and then simply slip into your game seats at 3pm on the same day.  Jays Shop will be open and offers authentic team merchandise, the latest fashion apparel and has the largest selection of merchandise… One stop shopping.

Tennis Canada

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Tennis Canada is a member of the Canadian Olympic Association.  Students will hear from Tennis Canada’s event management team who are directly responsible for all national and international competitions in Canada, including junior, senior and wheelchair.  This organization supported the development of athletes like Bianca Andreescu.  And who knows, a lesson may be in store for students!

Tennis Canada

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Toronto Zoo is part of an ecosystem consisting of animals, people, science and expertise, all connected in their passion and commitment to protecting animals and the wild spaces they call home.  Their mission is to save our natural world and inspire people to make changes to sustain our environment and all living things.  Students experience this amazing venue as well as a tour and career talk.  

Samsung

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Samsung, is a field trip you do NOT want to miss! See the innovative showroom and understand why Samsung has been awarded the 2024 Top Innovation Company in the world and the best workplaces in Canada for young people to grow.  Samsung devotes its talent and technology to creating superior products and services that contribute to a better global society. They set a high value on its people and technologies.  Meet people from across the organization who are working for Samsung and are part of a team who value youth for their ideas.

Toronto FC

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Toronto FC is one of the most successful teams in Major League Soccer (MLS). The team was founded in 2006 and has been a part of MLS ever since.  Students will receive a behind the scenes look and career panel discussion along with their certifications/SPE.

Toronto Rock Lacrosse

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Toronto Rock Lacrosse, with strong historic Canadian roots, was a game created by North American Indigenous peoples and was traditionally used for conflict resolution, religious ritual, spiritual tribute or tribal training for future battle. By exposing students to the game they will learn about its history, supports their understanding of equity, fair play and respect for diversity. Program leaders will share their first-hand knowledge of how the game can positively impact a person’s life as well as their deep respect for the history of the game as it relates to our Canadian culture.

Why is early registration important?

Registration for popular events last year went quickly. By registering early, we will save your seats at the best rate for value, and be able to plan for our events more effectively.

What is included with the registration?  

The day includes:

• Face-to-Face SPE-ICE with sector partner(s)
• Optional pre & post ICE work
• Online ICE for students who were registered but missed the field trip
• A career talk
• An online certification from 4 options (Group Dynamics, Ergonomics & Safe Lifting, Communication and Customer Service)
• Lunch

Additional schedule details will be provided prior to the Field Trip.  

What if my bus schedule needs further accommodation?

We do have hard start and end times however, students are welcome to arrive late and quietly enter the room mid session, or slip out and leave early before the end of the session. In that case, your students may miss some elements of the day.

Expectations for the Day:

Food

• A pizza lunch will be served and include the following:
• Pepperoni pizza
• Vegetarian pizza
• Gluten free pizza
• Granola bars

Nut-free treats such as bite-sized chocolate bars and lollipops during the session.

Allergies

Flashpoint Training does not accommodate food allergies. Students with allergies are welcome to bring their own lunch and any medication they may require.

Water Bottles

We encourage students to bring their own reusable water bottle. Flashpoint Training will not be providing bottled water.

Student Behaviour

Teacher partnership is required to assist in supervision and behaviour management at all times.

Arrivals and Departures

Detailed parking, door entrance and meeting room information will be provided to you prior to the event. Please take a few moments to ensure you are familiar with these locations prior to the date of your selected event(s). Teachers will be responsible for bringing students to the assigned meeting room(s).

Formal programming will start promptly at 10:00 AM and conclude at 2:00 PM. Students may arrive late or leave early but are expected to enter or leave the room quietly to avoid disruption to other participants. In these circumstances, students may miss some elements of the day.   *We strongly recommend planning for early arrival to allow for traffic concerns.

Communication

 On the day of your event, you may receive notifications of changes/reminders via phone call and/or text message. The cell number you provided when you registered for this event will link you directly to our field trip team on site for the day.

How to Ensure Student Success

We get it! Students don’t like email, so no matter how many times the information is sent their way it doesn’t always make it to them. We kindly request that you help prepare your students for the day by sharing the following with them prior to attending our event. A great way to communicate this message is to read it directly before entering the doors to Samsung Canada.

What exactly are we doing today?

Flashpoint’s Innovation, Creativity and Entrepreneurship (ICE) exercise is the process of finding real-world solutions to authentic challenges. During your session today you will tackle the ICE process and work collaboratively in teams to solve a problem provided by our partners at Samsung Canada. Once your team has identified your solution, you will be asked to present it for evaluation. Throughout the day you will have an opportunity to work on a multitude of skills such as communication, organization, leadership, public speaking, time management and critical thinking.

Student Code of Conduct

Cell Phone Use

In accordance with the Ontario Ministry of Education, students must keep their cell phones silenced and out of sight during class time.  Students that do not extend this courtesy to their fellow students and presenters will be asked to leave the room.

Late Arrival / Early Departure

Formal programming will start promptly at 10:00 AM and conclude at 2:00 PM.  Students may arrive late or leave early but are expected to enter or leave the room quietly to avoid disruption to other participants.   *We strongly recommend planning for early arrival to allow for traffic concerns.

In these circumstances, students may miss some elements of the day.

Behaviour

• Students are expected to act a safe, positive and respectful manner.
• Students participating in incidents such as slurs, jokes, threats, use of derogatory language or intimidation that promote racial/ethnic bias or homophobic/sexual harassment will be asked to leave.
• Students are expected to behave in a way that promotes learning for everyone. 
• Students may be required to listen to a short safety briefing if deemed necessary by the host facility on the day of the event.

Certificates of Completion

Facilitators may elect to withhold certificates of completion if a student does not abide by the Code of Conduct.

Frequently Asked Questions

Still looking for additional information? You can visit our Frequently Asked Questions or contact our Event Coordinator Rebecca Earl at rebeccca@flashpointtraining.com or 647-768-9492

Customer Service Pre & Post Work

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Service à la clientèle

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Review the Resources

[/fusion_content_box][fusion_content_box title=”Step 2″ icon=”fa-question-circle fas” link=”#questions” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Reflect on the Questions

[/fusion_content_box][fusion_content_box title=”Step 3″ icon=”fa-running fas” link=”#exercise” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Complete the Exercise

[/fusion_content_box][fusion_content_box title=”Step 4″ icon=”fa-file-alt fas” link=”#summary” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Review the Summary

[/fusion_content_box][/fusion_content_boxes][fusion_text hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]
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Analysez les ressources

[/fusion_content_box][fusion_content_box title=”Étape 2″ icon=”fa-question-circle fas” link=”#questions” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Réfléchissez aux questions

[/fusion_content_box][fusion_content_box title=”Étape 3″ icon=”fa-running fas” link=”#exercise” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Complétez l’exercice

[/fusion_content_box][fusion_content_box title=”Étape 4″ icon=”fa-file-alt fas” link=”#summary” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Revoir le sommaire

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Please review each of these resources thoroughly to prepare for the quiz at the end of this page.

[/fusion_text][fusion_content_boxes layout=”icon-boxed” columns=”3″ icon_align=”left” animation_type=”fade” animation_direction=”down” animation_speed=”0.3″ animation_delay=”50″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” heading_size=”2″ iconspin=”no” icon_hover_type=”pulsate” hover_accent_color=”var(–awb-color3)” margin_top=”20px”][fusion_content_box title=”21 Essential Customer Service Skills” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://www.helpscout.com/blog/customer-service-skills/” animation_direction=”left” animation_speed=”0.3″ /][fusion_content_box title=”5 Traits That Reveal a Customer Service Mindset” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://customerthink.com/5-traits-that-reveal-a-customer-service-mindset/” animation_direction=”left” animation_speed=”0.3″ /][fusion_content_box title=”Customer Service Challenge Quiz” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://www.proprofs.com/quiz-school/story.php?title=customer-service-exam” animation_direction=”left” animation_speed=”0.3″ /][/fusion_content_boxes][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container admin_label=”Resources (French)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height_medium=”” min_height_small=”” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”resources” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” publish_date=”” class=”” id=”” margin_top_medium=”” margin_bottom_medium=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”-40px” padding_top_medium=”” padding_right_medium=”” 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video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” pattern_bg=”none” pattern_custom_bg=”” pattern_bg_color=”” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_size=”” pattern_bg_blend_mode=”normal” mask_bg=”none” mask_custom_bg=”” mask_bg_color=”” mask_bg_accent_color=”” mask_bg_style=”default” mask_bg_opacity=”100″ mask_bg_transform=”left” mask_bg_blend_mode=”normal” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoiZXF1YWwiLCJmaWVsZCI6ImdldF92YXIiLCJ2YWx1ZSI6ImZyIiwiYWRkaXRpb25hbHMiOiJsYW5ndWFnZSJ9XQ==” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ 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Étape 1 : Ressources

[/fusion_title][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”” rule_size=”” rule_color=”” hue=”” saturation=”” lightness=”” alpha=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” margin_top=”” margin_right=”” margin_bottom=”” margin_left=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”none” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Veuillez examiner attentivement chacune de ces ressources afin de vous préparer au test qui se trouve à la fin de cette page.

[/fusion_text][fusion_content_boxes layout=”icon-boxed” columns=”3″ link_type=”” button_span=”” link_area=”” link_target=”” icon_align=”left” animation_type=”fade” animation_direction=”down” animation_speed=”0.3″ animation_delay=”50″ animation_offset=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” title_size=”” heading_size=”2″ title_color=”” hue=”” saturation=”” lightness=”” alpha=”” body_color=”” backgroundcolor=”” icon=”” iconflip=”” iconrotate=”” iconspin=”no” iconcolor=”” icon_circle=”” icon_circle_radius=”” circlecolor=”” circlebordersize=”” circlebordercolor=”” outercirclebordersize=”” outercirclebordercolor=”” icon_size=”” icon_hover_type=”pulsate” hover_accent_color=”var(–awb-color3)” image=”” image_id=”” image_max_width=”” margin_top=”20px” margin_bottom=””][fusion_content_box title=”21 compétences essentielles en services à la clientèle” backgroundcolor=”var(–awb-color4)” hue=”” saturation=”” lightness=”” alpha=”” 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filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ transform_type=”regular” animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”false” min_height=”” link=””][fusion_text columns=”1″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” text_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]

Watch the Video:

Can you come up with examples that show poor customer service?

What did they do that was poor service?

Note: For every customer complaint there are 26 that remain silent, but they each tell 9-15 people about their bad experience.

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Think of businesses you frequent:

Do you support them because they deliver great service?

Have you ever had a bad service experience?

Have you gone back?

Did you tell others about it?

If not, what would it take for you to go back?

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Watch the Video!

Adjust the volume or pause the video to meet your needs.

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Étape 2 : questions

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Après avoir regardé la vidéo :

Pouvez-vous trouver des exemples qui démontrent un service à la clientèle médiocre ?

Qu’est ce qui a rendu le service médiocre ?

Remarque : Pour chaque plainte du client, il y a 26 clients qui restent silencieux avec leurs plaintes, mais ils parlent négativement à 9-15 personnes de leurs mauvaises expériences.

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Pensez aux entreprises que vous fréquentez :

Les soutenez-vous parce qu’elles offrent un excellent service ?

Aviez-vous déjà eu une mauvaise expérience avec le service à la clientèle ?

Êtes-vous retourné depuis ?

Sinon, que faudrait-il pour que vous y retourniez ?

En avez-vous parlé aux autres ?

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Regardez la vidéo.

Réglez le volume ou mettez la vidéo en pause au besoin.

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highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” sep_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]Step 3: Exercise[/fusion_title][fusion_text rule_style=”default” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” animation_direction=”left” animation_speed=”0.3″]

This puzzle contains significant hints for the final quiz!

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Étape 3 : Exercise

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Cette énigme contient des indices importants pour le quiz final !

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filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_title title_type=”text” rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” animation_direction=”left” animation_speed=”0.3″]Step 4: Summary[/fusion_title][fusion_accordion type=”accordions” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” border_size=”1″ title_tag=”h4″ fusion_font_family_title_font=”var(–awb-typography2-font-family)” fusion_font_variant_title_font=”var(–awb-typography2)” title_font_size=”var(–awb-typography2-font-size)” title_line_height=”1.1″ title_letter_spacing=”var(–awb-typography1-letter-spacing)” title_color=”var(–awb-color5)” icon_color=”var(–awb-color1)” icon_box_color=”var(–awb-color8)” content_color=”var(–awb-color8)”][fusion_toggle title=”What is Customer Service?” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]

• The provision of service to customers before, during, and after a purchase. Expectations may vary by product, service, industry, and the individual customer.

[/fusion_toggle][fusion_toggle title=”What is customer service success?” open=”no” title_color=”var(–awb-color8)”]

• The perception of success depends on employees who “can adjust themselves to the personality of the guest.”

[/fusion_toggle][fusion_toggle title=”What is the cost of bad customer service?” open=”no” title_color=”var(–awb-color8)”]

• For every customer complaint there are 26 other unhappy customers who have remained silent.
• A dissatisfied customer will tell between 9-15 people about their experience.
• It costs 6–7 times more to acquire a new customer than to retain an existing one.

[/fusion_toggle][fusion_toggle title=”How do you give great customer service?” open=”no” title_color=”var(–awb-color8)”]

• Listen and empathize
• Educate the customer on the product/service
• Find a way to thank them
• Anticipate their needs
• Help the customer be right
• Be creative when finding a solution
• Remain calm
• Offer alternative solutions
• Only use positive language
• Confirm communication is understood

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fusion_font_variant_title_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”capitalize” text_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” animated_text_color=”” text_shadow=”no” text_shadow_vertical=”” text_shadow_horizontal=”” text_shadow_blur=”0″ text_shadow_color=”” margin_top_medium=”” margin_right_medium=”” margin_bottom_medium=”” margin_left_medium=”” margin_top_small=”” margin_right_small=”” margin_bottom_small=”” margin_left_small=”” margin_top=”” margin_right=”0px” margin_bottom=”” margin_left=”0px” margin_top_mobile=”” margin_bottom_mobile=”” gradient_font=”no” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ highlight_color=”” style_type=”single solid” sep_color=”” link_color=”” link_hover_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Étape 4 : sommaire

[/fusion_title][fusion_accordion type=”accordions” inactive_icon=”” active_icon=”” margin_top=”” margin_bottom=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” boxed_mode=”” border_size=”1″ border_color=”” hue=”” saturation=”” lightness=”” alpha=”” background_color=”” hover_color=”” divider_line=”” divider_color=”” divider_hover_color=”” title_tag=”h4″ fusion_font_family_title_font=”var(–awb-typography2-font-family)” fusion_font_variant_title_font=”var(–awb-typography2)” title_font_size=”var(–awb-typography2-font-size)” title_line_height=”1.1″ title_letter_spacing=”var(–awb-typography1-letter-spacing)” title_text_transform=”” title_color=”var(–awb-color5)” icon_size=”” icon_color=”var(–awb-color1)” icon_boxed_mode=”” icon_box_color=”var(–awb-color8)” icon_alignment=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” content_color=”var(–awb-color8)” toggle_hover_accent_color=”” toggle_active_accent_color=””][fusion_toggle title=”Qu’est-ce que le service à la clientèle ?” open=”no” class=”” id=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” title_font_size=”” title_line_height=”” title_letter_spacing=”” title_text_transform=”” title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” content_color=”var(–awb-color8)”]

• L’offre de service à la clientèle avant, pendant, et après une transaction d’achat. Les attentes peuvent varier selon les produits, les services, les industries et selon le client même.

[/fusion_toggle][fusion_toggle title=”Qu’est-ce qui fait le succès du service à la clientèle ?” open=”no” class=”” id=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” title_font_size=”” title_line_height=”” title_letter_spacing=”” title_text_transform=”” title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” content_color=”var(–awb-color8)”]

• La perception du succès dépend de la capacité de l’employé d’être flexible et de s’adapter à la personnalité du client.

[/fusion_toggle][fusion_toggle title=”Quel est l’impact d’un mauvais service à la clientèle ?” open=”no” class=”” id=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” title_font_size=”” title_line_height=”” title_letter_spacing=”” title_text_transform=”” title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” content_color=”var(–awb-color8)”]

• Pour chaque plainte du client, il y a 26 clients qui restent silencieux avec leurs plaintes.
• Mais ils parlent négativement à 9-15 personnes de leurs mauvaises expériences.
• It costs 6–7 times more to acquire a new customer than to retain an existing one.

[/fusion_toggle][fusion_toggle title=”Comment offrir un excellent service à la clientèle ?” open=”no” class=”” id=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” title_font_size=”” title_line_height=”” title_letter_spacing=”” title_text_transform=”” title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” content_color=”var(–awb-color8)”]

• Écoutez et faites preuve d’empathie
• Éduquez le client sur le produit et service
• Trouvez un moyen de remercier le client
• Anticipez ses besoins
• Aidez le client à avoir raison
• Soyez créatif en trouvant une solution
• Restez calme
• Offrez des solutions variées
• Utilisez uniquement un langage positif
• Confirmez que la communication est bien comprise

[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_global id=”2625″]