When Customers Flip Their Lid,

Master the art of putting it back on without losing yours.

Maybe you’ve lived this one before.Don't dispair. MCE can repair! 

An agitated customer walks or calls in because they’ve been stuck on the same issue for some time.

You’re in fix-it mode: same script, quick solution, next case please. Let’s clear that queue!

But here’s the kicker: the customer doesn’t feel fixed. They feel rushed. Unheard. And yeah, probably ready to trash-talk you to friends and anyone who will listen.

Next thing you know? Another one-star review and your reputation takes another hit. 

In this course, we’ll show you how to flip the script, turning frustrated customers into raving fans, bad reviews into good karma, and tough talks into trust-building moments. 

A glimpse at our content

Enroll to see ALL the amazing content in our library.

  • Customer Service Skills Assessment

    Evaluates an individual’s ability to effectively communicate, problem-solve, and empathize in customer-facing situations.

    MCE measures competencies like active listening, conflict resolution, patience, and professionalism.

  • Circle of Concern & Influence

    The Circle of Concern includes all the things you care about or feel anxious over. The Circle of Influence contains the things you can actually do something about.

    The idea is to focus your energy on your Circle of Influence , as this is where you have power to create change.

  • The ART of AMAZING customer service

    The A(wareness) R(esponsiveness) T(ailoring) Model is a framework designed to help service professionals consistently deliver exceptional experiences.

    The model emphasizes going beyond standard service to create memorable, positive experiences that turn satisfied customers into loyal advocates.

What You'll Actually Learn

Your tangible takeaways, absorbed into your 🧠 by our amazing instructional design and delivered by our awesome facilitators.

  • You'll better describe what AMAZING customer service looks like in your organization by defining behaviors and practices that create exceptional service experiences.

  • You'll learn how to uncover the true meaning behind every customer complaint—understanding the root of the issue so you can address it effectively.

  • You'll be able to implement a proven model that allows you to deliver AMAZING customer service every time, ensuring you respond with empathy and solutions.

  • You'll practice customer service skills in real-world scenarios, preparing you to handle difficult conversations and deliver exceptional service with confidence.

This is where MCE excels and adds value to all our leadership training

Important stuff you may not otherwise experience in training

  • A Real Workbook

    Great leaders don’t just speak — they reflect, write, and rethink. Our visual decks are a treat to your eyes, and our workbook challenges your mind and muscle memory. As they say, the best ideas start with a blank page. Ours just happens to have some helpful prompts.

  • Expert Facilitation

    Our approach is all about facilitating learning experiences that don’t just inform, but inspire. We blend solid instructional design with real-world relevance, spicing things up with content tailored to the client’s unique industry, challenges, and goals. Think of it as training that doesn’t just talk at learners, but talks to them, using scenarios, language, and examples they actually recognize from their jobs.

  • Experiential Learning

    Lectures lose people. Experiences move them. You'll move yourself and your whole team forward together. Theory tells you what leadership should look like. Experiential learning shows you what it feels like.

Why I Took Creating Amazing Customer Service

Tracy Greenberg

Director of Learning & Development, FirstOntario Credit Union

Very interactive and engaging! The customer service program MCE designed really helped to differentiate between good Member Service and AMAZING Member Service.

Frances Parker

Assistant Manager at Sharp Bus Lines Limited

It was a well-organized program with a lot of great information.

Catherine Harris

Clerk, Town of Bracebridge

Love the handouts so that we can share them with our staff and use the information in our staff training.

Kathleen Mason

Administrator Coordinator

Excellent course, would recommend to others.

Interested in this Course?

Email us anytime at [email protected] for additional information. You can also watch this space for upcoming cohorts as they are released.

If you have multiple people interested in a course like this, click on the banner below to speak to one of our Business Development Officers for the next steps.