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.


30 Reviews 4 Star

Course Reviews

  • Past Participant, Sheridan College Institute Of Technology And Advanced Learning Jan 16, 2019

  • Past Participant, Sheridan College Institute Of Technology And Advanced Learning Jan 16, 2019

    I liked the course focus on DISC. It was new information for me, a practical aspect I can apply to frontline. Marilyn had a very interactive style which motivated everyone to participate. Her examples related well to the topic in question and were very applicable. She also ensured to provide one on one attention to areas that each of us identified as our problem areas. Very pleasant and helpful.

  • Past Participant, Sheridan College Institute Of Technology And Advanced Learning Jan 16, 2019

    I think this course is more appropriate for people just starting out in customer service. Marilyn has great energy. I enjoyed the way she shared personal stories to reflect course content. Everyone in the office was friendly and the food was better than I expected :-)

  • Past participant, Esri Canada Jan 16, 2018

  • 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.

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