ON THE RIGHT TRACK specializes in motivating and training organizations and associations with a unique expertise in efficiency and effectiveness. I am very confident that I can provide you with a realistic and informative session for your team, and make it fun at the same time.

I call it "Edutainment" (Education + Entertainment). I have a solid content core, but it is delivered in a relaxed and humourous style. I like to say that I am allergic to lecture and I will spend our time discussing the information in a very interactive environment. My experience has been that this allows everyone to picture themselves in each situation, and apply the information immediately because they completely understand the where, the why, and the how-to.

Because I have a philosophy about a high level of interaction I always involve the audience. I like to use humour, participation for everyone, and applicable situations and examples.

When you hire me, you are getting a highly experienced speaker who has spoken in dozens of different countries and to literally tens of thousands of people.

In 2017, I was inducted into the Canadian Speaking Hall of Fame, earned my GSF (Global Speaking Fellow) in 2019 (meaning I have a truly international business), and earned my CSP (Certified Speaking Professional) in 2002. I was awarded the peer recognition award, Spirit of CAPS (Canadian Association of Professional Speakers). I am the only speaker in the world to have earned those four designations. I am a tried-and-true reliable option for your training.

I have eight books, all focusing on workplace efficiency, and the ninth book is currently underway.

Insightful, humourous, educational, and even contagious ... words that are often used to describe Rhonda. A speaker with the uncanny ability to look at the normal and see something quite different.

Rhonda is a Professional Speaker, Trainer, Author, and Consultant based in Ottawa ON, and Fort Myers FL (depending on the weather of course). Rhonda is a well-recognized and respected speaker and trainer within the administrative community.

ON THE RIGHT TRACK is a training and consulting company that motivates and trains organizations with a unique specialization in efficiency and effectiveness. Rhonda is a "People Power" expert. We help professionals thrive in the workplace using proven tools and strategies.

For over 25 years Rhonda has been working with organizations worldwide. She is an award-winning speaker and consultant respected for her solutions-based approach.

Your programs will be custom-designed and presented to meet your needs and come with a full guarantee.
Option 1 (multi-step solution)
* Step One – Caring for Customers – a 3-hour fully interactive workshop (participants are given homework to complete prior to Step Three). Delivered live on November 4, 2025 (morning or afternoon is fine)
* Step Two – An interactive activity designed to reinforce the workshop taught on day one (details and timing to be discussed) November 5, 2025 (if we can work around my schedule, I will be able to facilitate it - and no charge for me to facilitate)
* Step Three – Two follow-up online workshops (1 hour each). Dates/details to be determined
* Step Four - Coaching/Support meeting (1 hour). I will pre-arrange one group call to answer questions, provide ongoing support, and discuss potential issues. It is like an online workshop, except I won't have a workshop to teach. As a group, we will discuss the information shared in previous steps and provide solutions/support to the group as a whole.
* ALL attendees will receive me as a mentor/coach for an entire year. If they have any issues, questions, or situations they want to discuss with me privately, all support is included with this option
* Travel IS included (flight, hotel, transportation, meals)
* Full-colour workbooks for all attendees (for online and in-person workshops)
* Customization of workshops
FEE: $12,500 + HST
Option 2 Individual Pricing:
* Onsite workshop (3-hours), $5000 + fully refundable travel from Ottawa-Sudbury (approx $1300)
* Online workshops (1-hour), $2500 each
* Development of interactive activity (approximately 90 minutes) $1500 (I didn't put an extra charge for facilitation if I'm available above)

Quality customer service is the key to keeping an organization running smoothly. Service excellence doesn’t just happen; it requires knowledge, planning, and a great deal of effort. This program addresses the science of quality customer service which is translated into a host of proven tools and techniques for effectively dealing with customers. They will enhance your ability to deal creatively and sensibly with the unique needs of your customers.
** Specifically designed for your unique setting

Customer Service Excellence
• Trends & Theories in Customer Service (What has changed with your customers and your services)
• 3 Elements of Customer Service (Identify your prime areas in need of improvement)
• Develop a Customer-Friendly Attitude
• Manage Customer Perceptions (To ensure their satisfaction)
• Customer's Needs & Expectations (How can you possibly make your customers happy if you don’t know what they expect!)

The Moment of Truth
• The Cycles of Service (What causes a reputation of being difficult to work with?)
• First Impressions (See yourself and your services through your customer's eyes)
• 10 Ways to Develop Rapport (Work with the customer –not against them!)
• Why Customers Complain & the 7 Sins of Service (Are you guilty of the little things that drive your customers away – or make them complain?)

Remember: When your customers are happy, everyone is happy!

Communications
• The 3 Elements of any Communication
• What your Body Language Says (and doesn’t say) to your customer
• Control your Tone of Voice – are you monotonous, sarcastic, dry, loud, or fast – how to identify your voice (and more importantly, how to ensure your customer is staying with the conversation!)
• Words Customers Love to Hear – and Words that Drive them Away!
• The Telephone – is it hurting your ability to provide service – How do YOU sound?
• What is reasonable for Email? Should you respond immediately? What is expected vs what is reasonable?
• Things that we do that contribute to Turning Off the Customer! (You’ll be amazed at how often we are doing them!)
• 5 Kinds of Complaints (and how to avoid turning complaints into difficult customers)
• 3 Stages of Anger (complete with information on how to deal with each stage – what to do, and what not to do!)
• An 8-Step Process for Handling Angry Customers!
• Your role in client meetings - how to provide support without taking over
• Tools, standards, and expectations. Let's all get on the same page at the same time (and know what and why we are doing!)

Association of Administrative Assistants AAA
Association of Legal Administrators
Canadian Health Records Association
Canadian Olympic Association
Canadian Payroll Association
International Association of Administrative Assistants IAAP
PIPSC
Women in Rural Economic Development
Deloitte & Touche
Algonquin College
Carleton University
Durham College
George Brown College
Humber College
Keyano College
NAIT & SAIT
Ottawa Carleton District School Board
Queen's University
Schulick School of Business
Sprott School of Business
University of Ontario
University of Toronto
York University

Agriculture Canada & Agri Food Canada
Canada Customs & Revenue Agency
Canada Deposit Insurance
Canada Post
Canadian Blood Services
Canadian Forces Base Greenwood/Kingston/Petawawa
Canadian Mortgage and Housing Corporation
Canadian Forces Personal Support Agency (at all bases)
Citizenship & Immigration
City of Barrie/Burlington/Fredericton/Mississauga/Moncton/Thunder Bay/Kitchener/Windsor/Ottawa/Toronto/
Waterloo/Nanaimo/Fort Frances/Sudbury++
Correctional Services of Canada
Department of National Defence
Department of Justice
Environment Canada
Health Canada
Military Family Resource Centre MFRC
Ministry of Community & Social Services
Ministry of Education
Ministry of Health and Long-Term Care
Ministry of Oceans and Fisheries
Office of the Auditor General
Ontario Ministry of Transportation

Region of Niagara
Region of Halton
Region of York
Locheed Martin
Telesat Canada
Time iCR
Williams Communications Solutions
World Heart Corporation
Hershey Canada
Platex LMT
Proctor & Gamble
Beauticians Supply
CANEX
Fabricland
McChesney Lumber Division
St.Lawrence Chemical
Bell Canada
Care Canada
Children's Aid Society
Encana Corporation
Osler, Hoskin & Harcourt
Tridel Corporation
Baycrest Centre
Community Care Access Centre (multiple locations)
DuPont Pharmaceuticals
Ministry of Health and Long Term Care
Society of Obstetricians and Gynaecologists of Canada
Teva Neuro Science

Call: Rhonda 1-877-213-8608 x101
Email: Rhonda@on-the-right-track.com

www.on-the-right-track.com

Linked In: www.LinkedIn.com/in/rhondascharf
(Many online testimonials)

Rhonda Scharf, CSP, HoF
Certified Speaking Professional
Hall of Fame