Communication Excellence for Front-Line Staff

  • Customer Service
  • Course Code: 34204

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.

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

How You Will Benefit

  • 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
  • Complete a self assessment for insight into individual behaviour and how you work with others
  • 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


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.



$1,745 Member Fee
$1,895 Non Member Fee
View our pricing options and start saving today
40 Reviews 4 Star

Course Reviews

  • Derek Vink, The Master Group Oct 29, 2019

    She really pushed us to answer the questions ourselves, made a great effort to keep such a small group engaged. Very informative, allowed me to build off of previous courses taken with the CMC. IF you are looking to improve communication in regards to customer service this is an interesting course

  • Ignatius Jackson, Ontario Energy Board Nov 5, 2019

    Great Energy, Good Listener, Easy Going, Great Communicator. Interesting. Fun and great lessons taught for communications.

  • Past Participant, Javelin Technologies Jan 20, 2020

    I have attended this type of training 3 times in past lives. This was by far the best. Knowledgeable, straight forward and genuine. Great job explaining the place for DISC profiles as they can, and are, often mis-used. A great way for your support staff to raise awareness about customer behavior.

  • Past Participant, IIROC Jan 14, 2020

    Marilyn was very interesting and is very knowledgeable about the topic. Information she provides is very in the now. A safe place and judgment free course for communication. Highly recommended. Quite interesting

  • Ashling Murphy, Trust Child Care Centres Jan 14, 2020

    Loved the strategies for dealing with situations in the moment. Great stories to tie in the learning.

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