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Communication Excellence for Front-Line Staff

Wow your customers with grace and finesse!

Diffuse difficult situations while strengthening positive interactions with customers. The results are quality service to customers and a more enjoyable work atmosphere.

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Upcoming Sessions

Date City Times Course# 34204
  • Jun 8, 2017
    - Jun 9, 2017
    Mississauga, ON 9:00 AM
    - 5:00 PM
    Add to Cart
  • Jul 24, 2017
    - Jul 25, 2017
    Toronto, ON 9:00 AM
    - 5:00 PM
    Add to Cart
  • Nov 9, 2017
    - Nov 10, 2017
    Toronto, ON 9:00 AM
    - 5:00 PM
    Add to Cart
  • Jan 15, 2018
    - Jan 16, 2018
    Toronto, ON 9:00 AM
    - 5:00 PM
    Add to Cart
  • Mar 22, 2018
    - Mar 23, 2018
    Mississauga, ON 9:00 AM
    - 5:00 PM
    Add to Cart

Do you need a different date or location? We offer Courses On Request.


Course Details

What You Will Learn

  • Identify different communication styles
  • Deal effectively with different customer personalities
  • Identify strategies for managing difficult interactions
  • Develop your communication skills – in person, on the phone, using voicemail or email
  • Apply skills to deepen your understanding of how verbal and nonverbal communication impact outcome
  • Apply the six key steps to rebounding and recovering from customer complaints
  • Manage stress in the moment and proactively

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How You Will Benefit

  • Greater job satisfaction
  • Master proven strategies for handling difficult people
  • Reduce stress from difficult situations
  • Enhance your reputation for quality service
  • Increase customer satisfaction
  • Build customer loyalty

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Course Features

  • Self assessment for insight into individual behaviour and how you work with others
  • Audiovisual resources to reinforce learning in an impactful manner
  • Role play to practice techniques and behaviours in a safe environment
  • Hands-on activities engage participants in demonstrating skills
  • Simulation activities to help transfer learned skills and behaviour to the working world

Fee

Who Should Attend

Employees, managers and supervisors who are a touch point to the customer, either directly or indirectly, who want to improve their working relationship with customers.  This seminar would be of interest to those in customer service, finance, technical support, documentation, credit and collections, human resources, information technology, help desk, administration and sales. support.

Course Type

Facilitators

Read Reviews

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  • This course has helped the following company outperform.

    US Embassy to Canada

  • This course has helped the following company outperform.

    Department of National Defence

  • This course has helped the following company outperform.

    Town of Ajax