Communication Excellence for Front-Line Staff

• 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

• 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

• 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

Visit CMC Training's Communications Courses page to view full list of courses available to enhance communication and interpersonal skills.

• $1745 Member         
• $1895 non Member
  
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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.

• Classroom

  Bring this course to your team with on site training

RIBO Credits: Management Skills 12 hours

• Marilyn Debora
• Anne Rose