Communication Excellence for Front-Line Staff
The Canadian Management Centre (CMC)
Delivery Method
Seminar
Target Audience
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.
Summary
Wow your customers with grace and finesse!
Description/Agenda
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
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Frequently Asked
Questions
Payment Options
Bill Me/Invoice
Credit Card
Register
Online
Fax Form
Availability
Select a date from the list at the bottom of the page for specific information about that class.
Other Information
Seminar |
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