For 86% of customers,

good customer service turns one-time clients into long-term brand champions. (Khoros)

This one day course is designed to help participants clarify their role as providers of AMAZING customer service.

The focus will be on utilizing effective interpersonal skills to anticipate and exceed customers’ expectations.

As participants progress through the day, they will have opportunities to practice various tools and techniques to address challenging situations and maximize the customer’s experience.

Learning Outcomes

Upon successful completion of this course, participants will be able to;

  • Articulate the difference between customer service and AMAZING customer service.

  • Utilize effective interpersonal skills to improve the service experience with internal and external customers.

  • Identify challenging customer service situations and how to handle them.

  • Practice effective customer skills needed to provide Amazing Customer Service.

Course Content

The Customer Service Role

  • Memorable customer experiences
  • Your internal/external customer – your deliverables
  • Principles of AMAZING customer service

Customer Service Skills

  • Effective communication and why it is so important to customer service
  • The ART of Customer Service (Acknowledge, Respond, Thank)
  • Powerful and probing questions
  • Projecting a professional image
  • Building connections with internal and external customers

Handling Challenging Situations

  • Identify your ‘hot buttons’
  • Barriers to providing AMAZING customer service
  • Examine challenging situations and how to respond to them
  • Internal and External Customer Complaints
  • Why and how customers complain
  • Turning complaints into opportunities

Practicing AMAZING customer service

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.


MCE Facilitator Nahla Kor

Nahla Kor is the owner of Kor Capabilities Consulting specializing in Corporate Training, Facilitation, and Leadership Coaching.

Nahla works with organizations to build high-performance teams by helping them identify and utilize their greatest strengths, skills and talents. Nahla has learned in her 20 years of consulting that bringing out the best in people is what fuels long-term success in companies of all sizes whether they be profit or non-profit, public or private sector.

Prior to starting her own business 21 years ago, Nahla worked as a Senior Management Consultant with several large organizations including Sunlife Financial, Clarica, Manulife Financial, and Hewlett Packard.

Nahla obtained her Bachelor of Commerce Degree from McGill University and her Training and Development Certificate from Ryerson University. Nahla is coach-certified through Coach U and has her emotional intelligence certification through Multi-Health Systems-a world leader in assessment tools for personal and professional development.

Early Bird ends May 31!

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Pricing Options

Virtual delivery from 8:30am to 3:45pm