For the graduates in the inaugural presentation of certificates by Mayor Ted Luciani to the new Thorold Ambassadors on January 17 at Club Capri, it was an enthusiastic recognition of of their high degree of community involvement and success in business. We could feel the positive buzz in the hall. The graduation style presentation was held to congratulate the new Thorold Ambassadors who successfully completed a customer service training program held at City Hall. Certificates were presented by Thorold Mayor Ted Luciani to program participants from local companies and organizations.
| AMBASSADOR | COMPANY OR ORGANIZATION |
| Debbie Barnes | Port Robinson Proud |
| Diana D’Intino | A Yellow Flower Basket |
| Krystal Riddell | Bocchinfuso Funeral Home |
| Cathy Pelletier | Bocchinfuso Funeral Home |
| Kelly Liddycoat | Bocchinfuso Funeral Home |
| Erik Olesen | Canal City Cycle |
| Ginger DeRochie | City of Thorold |
| Donna Delvecchio | City of Thorold |
| Joanne Goulet | City of Thorold |
| Karen Olm | City of Thorold |
| Randy Riva | City of Thorold |
| Steve Santo | City of Thorold |
| Rob Wilson | City of Thorold |
| Jerry Franceschini | City of Thorold |
| Jim Dickson | City of Thorold |
| Dave Akrigg | City of Thorold |
| Angie McDermott | City of Thorold |
| Angi Nesbitt | City of Thorold |
| Tobi Filion | City of Thorold |
| Brett Force | City of Thorold |
| Jessica Morris | Elio’s Foot Comfort Centre |
| John D’Amico | GTBC |
| Marilyn Colbert | GTBC |
| Dave DeGrave | Hartzel Auto & Marine |
| Bill Vanderklippe | Print 3 |
| Anna Schmoll | Rose Hill Lane |
| Jennifer Douthwaite | TCAG |
| Dan Pelletier | TCAG |
| Melissa Ross | TCAG |
| Lucia Battocchio | TCAG |
| Rachel Mowatt | The Grounds Coffee House |
| Brandon Brousseau | The Post Office Shannon Passero |
| Marsha Coppola | Thorold BIA / Da Bomb |
| Rebecca Lazarenko | Thorold Public Library |
| Tony Vandermasas | Thorold Town Crier |
| Volker Loetfering | Venture Niagara |
| Susan Morin | Venture Niagara |
Customer Service Training
With 37 trainees in a series of interactive sessions presented in 2016 by Paul Carfagnini, Divine Media, the program was designed to create an excellent experience for customers and visitors in the city. In the program sponsored by the City of Thorold in association with the Combined Chairs Alliance, the Ambassadors were inspired to make Thorold the best place to be.
The CCA is a local group comprised by Thorold Business Improvement Area (BIA), Greater Thorold Business Council (GTBC), City of Thorold Tourism Advisory Committee (TAC), and City of Thorold Tourism Agent. Members on the Ambassador Program committee included Susan Morin, Tony Vandermaas, John D’Amico, Marilyn Colbert, Diana D’Intino, Marsha Coppola, Dan Pelletier, Debbie Barnes, Dave DeGrave, and Frank Fabiano.
The series of customer service workshops was the CCA’s first initiative in working together to drive business up in the city. As its first initiative, the CCA developed the Ambassador Customer Service Program to help Thorold businesses benefit from the training sessions.
Three topics were covered in a series of workshops held in October and November 2016
1. Business Etiquette and Customer Service Fundamentals
2. Listening and Effective Communications for Excellent Customer Service
3. Handling Complaints for Customer Satisfaction
The interactive sessions also enabled the participants to promote their companies, while collaborating as a small group to develop referral marketing opportunities.
In addition to development of customer service skills, the workshops motivated participants to raise their civic pride by working together to make Thorold the best place to be.
As a pilot project, the Ambassador program also included a Mystery Shopper campaign focused on customer service and knowledge of local businesses, attractions, and things to do in Thorold. A professional shopper visited local companies recently and completed 20 surveys to help assess local businesses on key performance indicators.
There was a positive buzz in the hall as the applause at the recognition event congratulated all the participants who made a commitment to improve their customer service skills. During the sessions, the Ambassadors were also encouraged to collaborate with other business people to promote their companies, and raise our community spirit. Stay tuned in to learn how we can continue to work together to make Thorold the best place to be. It all starts when we shop Thorold and buy local.