Independent Contractors and Businesses Association (ICBA)

Providing Exceptional Customer Service
Gold Seal: 1 Credit * BC Housing: 7 Group A CPD Points
Wednesday, March 27th, 2019
Regus Metrotown - Metrotower 2
#2600 - 4720 Kingsway
Burnaby, BC
V5H 4N2
Please see notes on parking below
Google Map
Registration Deadline
Wednesday, March 27th, 2019
Event Description

In today’s competitive market, how do you differentiate you and your organization from others? How do you ensure that you’re adding value?


This interactive seminar will help you to develop crucial customer service skills to build strong relationships with your clients, whether one-on-one or with a group. You’ll learn how to engage with the customer, and how to proactively recommend additional products and services to your client, as part of the overall service you provide. You’ll also learn how to best represent your organization and build your customer service reputation. In addition, we’ll cover aspects related to negotiations, cross and up-selling, and closing the deal.


Through a series of hands-on workshops, you’ll build your confidence and competitive advantage to provide exceptional customer service for existing and future customers.


In this seminar, you’ll learn to:

  • Develop your customer engagement and experience strategy
  • Apply effective listening skills
  • Draw out what your clients really need, and how to add value
  • Work with difficult and demanding customers
  • Build strong and lasting relationships with potential and existing clients

Instructor: Eric Tung is Business Communications Instructor at SFU’s Beedie School of Business, and an English Instructor at UBC’s Extended Learning, where he teaches business and technical writing courses. Eric also designs and delivers customized workshops to engineering, construction, and consulting firms. He works with clients and coaches them on developing their effective communication skills, negotiation skills, and customer service and sales skills.


In addition to teaching and coaching, Eric is a business transformation and change management consultant, where he advises firms on large-scale organizational-wide changes. Eric’s clients range from smaller consulting firms to larger organizations such as the City of Vancouver, District of North Vancouver, Metro Vancouver, BC Hydro, TELUS, BC Pension Corporation, BC Safety Authority, and Marshall Aerospace and Defence Group.

Contact & Support

For more information contact 604-298-7795



All prices in Canadian dollars
Ticket Price
Attendee Registration For Workshop
ICBA Member $420.00
Non-Member $480.00
Special Promotion: Group Discount
Register 2 employees and SAVE 10% off each additional registration!
8:00am - 8:30am
8:30am - 4:30pm
Course (Lunch included)
Additional Information

Directions to Metrotower II


By Skytrain: The Metrotower Office Complex is conveniently located a 1 minute walk from the Metrotown Skytrain Station located on the Expo- Line.


By Car:  The Metrotower Office Complex features convenient accessibility from Downtown Vancouver and all the surrounding communities with its main entry off of Central Boulevard.  It is also connected to many major thoroughfares including Willingdon, Kingsway, McKay, Imperial and Patterson.  The central location also provides close proximity to Highway 1, Boundary Road, and Marine Drive.




Parking for this workshop will be located in the Metrotower III Tenant Visitor Pay Parking in the Metrotown underground parkade between the Central Boulevard and Macky Avenue exits.  You can follow the signs to “Urban Planet”,  “Sport Check”. Please note that this lot is a pay parking lot.   Please remember your license plate number and give it to the ICBA staff member when you check into the course.  ICBA will be paying for all parking.


Look for these signs:



To get to Metrotower II from the underground parking you will want to use the escalator entrance near the pay stations.  You will go up 2 short escalators to the bus loop.  You will then go to the escalator located over the Waves coffee bar.  Once at the top of the large escalator, you will turn left towards the Metrotower walkways.  Walk through the lobby of tower I and continue down the hallway into the Lobby for tower II.  Once in the tower II lobby, use the elevators on the right to get to floor 26.

Cancellation &
Refund Policy




Cancellations received at least 10 business days prior to the course date will result in a full refund.


Cancellations received less than 10 business days but more than 5 full business days prior to the course date are subject to an administration fee of $100 per day for full and half-day seminars, or $25 for breakfast sessions.


Registrants who do not show up for a course, and/or who do not notify ICBA at least 5 full business days prior to the course date will be assessed the full cost of the course. There will be no refunds or credits in this case.


Substitution of attendees is permitted up to and including the day of the course.




ICBA may have to postpone or cancel courses due to insufficient enrolment, in which case ICBA’s liability will be limited to a refund of the registration fee.


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