Seminar Communication Excellence for Front-Line Staff Seminar

Presented by The Canadian Management Centre (CMC)

Canadian Management Centre CMC Training

Wow your customers with grace and finesse!

Course Description


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

LEARNING OBJECTIVES

  • 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

COURSE BENEFITS

  • 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

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

ACCREDITATIONS

RIBO Credits: Management Skills 12 hours

 

More Seminar Information

The Canadian Management Centre (CMC)
Canadian Management Centre CMC Training

Summary

Wow your customers with grace and finesse!

Delivery Method

Seminar Seminar

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.

 
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