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Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.

Our Customer-Focused Communication Training Workshop  will enhance your ability to communicate effectively with customers and staff, even in the most difficult of situations.

Lack of cooperation between employees is often the result of poor communication. The need for highly effective communication between the back office and frontline is critical to the success of every customer interaction.

A breakdown in communication usually ends up impacting the customers’ experience one way or another. Poor communication leads to customer dissatisfaction which is a prescription for disaster.

This in-house workshop will enable participants to eliminate the needless problems which can so easily arise from ineffective communication.

Enhance your ability to communicate effectively with customers and staff, particularly in those difficult situations, to achieve the results you need.

Upon completion of this program participants will be able to:

• Utilize a proven process for dealing with any customer situations including the most difficult and challenging
• Develop communication strategies for different moments of truth
• Evaluate any given communication situation to determine and apply the best approach both to achieve their objectives and to build respect and credibility
• Communicate negative information with positive results
• Quickly and easily identify communication barriers and act to remove or at least minimize these barriers
• Deal effectively with personality conflicts and disagreements
• Clarify customer needs and concerns
• Handle complaints in a manner which at the very least satisfies the customer
• Convey solutions in a manner which achieves customer buy-in
• Interact with customers in a way which focuses on building long-term relationships
• Apply effective communication approaches with both customers as well as co-workers with, in person or on the telephone

Topics include:

1. Communication and Moments of Truth
2. The Customer Focused Communication Process
3. The TIDE Model
4. Communication Flow
5. Diagnosing the Situation
6. Four Communication Approaches
7. Asking Questions
8. Listening
9. Resolving Conflicts
10. Dealing with Difficult customers
11. Personal Action Plan

This highly interactive program includes an effective balance of lecture, individual and group activities and exercises. This program is a perfect addition to any of our other Customer Focus training programs. It can be done in a 1/2 day format, when combined with these programs.

Participants will receive a three ring binder containing all of the of reference information presented in the workshop together with learning activities, exercises and job aides. As part of this program, participants complete a Personal Action Plan for how they will take what they learn and apply it on-the-job.

Train-the-Trainer Certification

We will be pleased to provide Train-the-Trainer certification to your trainers should you wish to conduct this training within your organization yourself. We will be pleased to discuss our certification process with you.  

For more information about this outstanding workshop please give us a call at 519 284-8080.

To obtain a copy of this course description click here

To obtain a no-obligation fee estimate, call us at

519 284-8080.

 Train-the-trainer certification is also available.

Did you know that...

• 65% of customers who have a fantastic service experience say friendly representatives who are able to solve their concerns are the most influential.
• 56% of customers admit to having lost their temper with a customer service professional.
• 8 out of 10 customers are more likely to become loyal if their problem is solved on the spot.

Online Customer Service Certification training for under $250.00

Click here for details.

Customer-Focused Communication Training Workshop

Turn Negative Language into Positive Language and Maximize the Quality of Communication with customers and each other.

Whether you would like to use this generic program or have us customize it to reflect your specific requirements, we can help. It can also be incorporated into any of our other Customer Focus training programs.