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

Customer-Focused Communication Workshop

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.


Enhance your ability to communicate effectively with customers and staff, particularly in those difficult situations, to achieve the results you need. Turn Negative Language into Positive Language and Maximize the Quality of Communication with customers and each other.

Upon completion of this workshop,

participants will:

01Learning Objectives...Go to Top of page
  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


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.


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.

02 Workshop Topics include:

Be sure to ask us about:


Train-the-Trainer Certification


Program customization


Integration into our other Customer Focus Training programs


Call us at 1-519-284-8080  or


For more information or to request  course description, click here.

This 1-day, on-site workshop will enable participants to eliminate the needless problems which can so easily arise from ineffective communication.


This program can be customized to reflect your specific requirements and/or it can be incorporated into our other customer focus training programs. The recommended class size is 12 to 14 participants.


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.

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