• In this full day session, participants will discover many of the essential skills, qualities, behaviours and traits that will increase their ability to service their clients in a professional, socially acceptable and business like manner.

• You will learn why it is important to take personal ownership of customer concerns, situations and challenges and show people that you truly care through your actions and the attitude that you project.

• We will discuss the significance of basic codes of conduct for elite customer service and how your interactions with a customer should make them feel for better overall results.

• Distinguishing between poor and effective communication, we will help you to better understand a mature, responsible approach to convey information in order to create harmony internally and build a strong reputation amongst customers and suppliers.

• You will learn about the power of words, how to express yourself more effectively and how to speak in a manner that projects respectful professionalism.

• In this workshop, discover how to use proper etiquette in your telephone and face to face conversations.

• Learn ways to effectively prevent customer complaints, inconveniences, concerns and challenges by taking initiative and being proactive.

• Gain the necessary knowledge to suppress and resolve conflict using a variety of techniques and ideas that are outlined in this session.

• Ultimately, by attending this workshop and applying the knowledge revealed, you will enhance the number of ideal customer interactions you participate in, you will learn how to avoid buyer's remorse more often and you will know what it takes to provide exceptional customer service!

• Anyone who is new to professional inside selling or customer service and looking for the tools, techniques and advantages that will get them off to a faster start in their career.

• Those who are working in a role where they are interacting with and servicing the needs of  incoming customers; either in person, by  phone or a combination of both.

• Those individuals who have never received any formal training in these skills and disciplines in the past.

• Individuals working in any organization that has identified a need to increase the level of professionalism and the responsibilities of their inside sales, customer service, receptionists and/or administrative staff.

• Anyone who wants to increase their confidence and competence in working with customers.

• Those who want to learn how to better service the needs of their clients for increased customer satisfaction and retention.

• Sales , customer service, receptionists and/or administrative staff who want to gain the knowledge and skills that will increase their personal value and create opportunities for professional advancement with-in their company.

I learned the importance of clear communication and understanding of customers.  My colleagues are also customers.  It is important to show customers your appreciation.  I can apply this information by using these skills in my regular routine.  The instructor covered the everything thoroughly and repeated important skills in customer service.

Mark Long, Manager of Engineering, Change'Air Products and Services Ltd.

I learned that I need to "re-cad" with employees and customers.  The section on irate customers was excellent.  Marshall did a great job, very professional and down to earth.

Rob Thompson, V.P. of Operations, Change'Air Products and Services Ltd.

The parts of the program that I learned the most from and can apply to my position are problem solving, listening to the customer and basic communication.

Kirk Thomson, Shipping Coordinator, Change'Air Products and Services Ltd.

The course was very enjoyable and informative.  For me the most important points from this workshop were; listen, pause and respond, conflict resolution and asking questions.  Excellent speaker, he kept the presentation fun and enjoyable.  Good job Marshall.

KevinDermo, Manager, Ontario Coatings

Good in depth explanation of how important customer service is and the components that make it work to improve company image.

Martin Hannah, U.S. Sales, Change'Air Products and Services Ltd.

I learned from and will be able to apply the information covered on listening skills.  I will use that and many of the items concerning questions, communication and conflict resolution.  It will help when I communicate with customers to prevent miscommunication problems.  Marshall is a great speaker and was able to keep the discussions lively.

Hattie Idsinga, Inside Sales, Change'Air Products and Services Ltd.

I learned the most from the 5 methods for resolving conflict.  I needed to know when to use each one and how to use them effectively for negotiations with suppliers.  The instructor met my expectations.

Tammy Smoke, Materials Purchasing, Change'Air Products and Services Ltd.

I enjoyed discussing in detail the qualities of exceptional customer service.  I learned the importance of customer service systems.  This information will assist me with designing custom procedures for our business.  The materials are interesting and beneficial.  Marshall is very enthusiastic and has lots of experience to draw on.

Marybeth Arsenault, Customer Service Manager

Continental Ingredients Canada