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.


26 Reviews 4 Star

Course Reviews

  • Past Participant, College of Audiologists and Speech-Language Pathologists of Ontario (CASLPO) Jul 25, 2017

    Marilyn tailored the course to the needs of our group, and provided specific advice for each individual's workplace issues.

  • Past Participant, Honda Financial Services Jul 24, 2017

    This was the best course for me. I got what I wanted plus more. I would strongly recommend this course to any of my colleagues. I enjoyed that Marilyn used her personal experience to fully understand the topic. I respect her for doing this. This was a eye opener for me.

  • Past Participant, Office of the Superintendent of Bankruptcy Canada Jan 30, 2017

  • Crystal D. Jan 17, 2017

    This course was excellent for anyone in a customer service type role, as well all are in some way and the instructor Marilyn did a fantastic job presenting the material. The Facilitator's delivery was amazing and the message was clear. The classroom diversity from all sectors was definitely appreciated and more relatable.

  • Adam H. Jan 16, 2017

    Material a bit dated; may be due for a refresh or at least get current data. Data from 2002 is less relevant today. Marilyn was excellent.  Day 1 was a bit underwhelming, but Day 2 made up with the deeper topics and ensuing conversation. I have been in the customer service/technical support field for 12 years, so much of it wasn't new to me. What I liked were the stories and scenarios told by others and the facilitator. Did still pick up a couple interesting concepts that were new to me.

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