Focus on Client Service

Would you like to write more effectively? Have you forgotten what you learned in school? Would you like to have a greater impact and influence on your readers? Today’s business environment relies heavily on the written word. Whether you’re answering email, writing a detailed report, or responding to a customer query, your effectiveness will be judged by your ability to write in a clear and concise manner. Each participant receives a workbook and bibliography of helpful references. Seminar participants are encouraged to participate in writing exercises throughout the day and there is an opportunity for one-on-one consulting to answer specific questions and evaluate personal writing styles.

Even strong workplace documents can lose credibility when errors, unclear wording, inconsistent formatting, or accessibility barriers get in the way. This course introduces the SCAN method, a repeatable process for reviewing documents for Structure, Clarity, Accuracy, and Navigation. Participants will learn how to scope a review, strengthen readability, check details, improve consistency, and support basic accessibility before documents are shared. They will also practise using AI-supported tools responsibly and giving clear handoff feedback that helps writers make the right changes without unnecessary rewriting.

In a busy workplace, unclear writing costs time. Everyday messages are often slowed down by dense jargon, long sentences, buried main points, and unclear next steps. This course gives participants practical tools to make emails, memos, notices, internal updates, and short web or intranet content clearer, shorter, and easier for the reader to act on. Using the PLAIN framework, participants learn how to check their writing for purpose, reader needs, main message, tone, sentence clarity, and scanability. This course also explores how AI can help flag readability and tone issues, jargon, and bias while keeping human judgment at the centre. Participants leave with a revised piece of communication and a repeatable process for writing in plain language back on the job.

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

This 2-day program equips experienced sales professionals with the tools and frameworks to approach negotiations strategically, handle challenges effectively, and drive better outcomes. Participants will develop a structured approach to preparing, guiding, and closing negotiations while maintaining strong client relationships and profit margins.

The Fundamentals of Selling course is designed to equip sales professionals with the core skills necessary to excel in today’s competitive business environment. This three-day program provides a structured, consultative approach to selling, enabling participants to gather meaningful market intelligence, build strong client relationships, and propose tailored solutions that address customer challenges. Attendees will develop competencies in sales strategy, technology, prospecting tactics, consultative sales calls, negotiation, and self-management.

Your organization’s success depends on the professionalism of its customer service people. Do you know how to deal effectively with difficult or angry customers? Can you confidently turn a negative situation into a positive one? Do you always create a good first impression? Do you build rapport effortlessly with your customers? This workshop will help you become a model of professional behaviour and skill. You’ll develop a system for staying calm, motivated and enthusiastic regardless of pressures and problems. Learn techniques for dealing effectively with angry or difficult customers, and for being creative in dealing with challenges and the unexpected.

This advanced 2-day sales program equips sales professionals with the skills to take a strategic approach to account management, reduce competitive threats, and strengthen client retention. Participants will develop strategic planning frameworks to maximize the return on time invested and create long-term, high-value client partnerships.