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


Customer-Focused Communication Workshop

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:


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.  


Customer-Focused Communication Workshop workbook

For more information about this outstanding workshop please give us a call at 519 284-8080 or send us a request by clicking here.

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To obtain a copy of this course description click here

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

519 284-8080 or click here.

Train-the-trainer certification is also available.

Did you know that...

Online Customer Service Certification training for under $200.00

Maximizing the Customer Experience Online Certification Program

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.

Maximizing the Customer Experience Online Certification Training program