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Managing Customer Relationships - VIRTUAL

Nov 12, 2026 - Nov 12, 2026, 2:00 PM - 5:00 PM

Price: $795.00 + HST

Course Summary:

Course Summary

More customers and clients are experiencing increased stress due to today’s economic and social pressures. This anxiousness can present itself as aggressive, hostile, or rude behaviour toward LDC staff, including those in customer service, front-line roles, and general administration.

This course examines the main causes of customer stress and provides strategies for managing exceptionally challenging behaviour. Participants explore how to use language, listening, and questioning skills to maintain control of conversations and reduce the stress involved in dealing with difficult people. This interactive and engaging session is ideal for anyone who regularly encounters customers and clients.

This course qualifies for 6.5 hours of CPD with HRPA upon successful completion.

Location

Custom Location,

Course Outline

The following topics are covered:

Understanding personal strengths and challenges when interacting with others
The external factors driving behaviour today
Recognizing signals behind customer reactions and responding appropriately
The Behaviour Iceberg and its influence on conversations
The power of Four Simple Words
The difference between aggressive and assertive behaviour
Recognizing and closing perception gaps
Using listening and questioning skills to diffuse difficult situations
The key principles of neutral language
Tips for working more collaboratively with others

Who should attend?

Anyone who works directly with customers and clients, including Supervisors and Managers.

Additional Info

This virtual course is held on November 12, 2026, from 9:00 AM to approximately 12:00 PM.

The Zoom connection information will be provided via email in advance of the session.

Coordinators:
MEARIE Training Department – training@mearie.ca

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Managing Customer Relationships - VIRTUAL

Nov 12, 2026, 2:00 PM - Nov 12, 2026, 5:00 PM Add to calendar Add to calendar

Course Summary

This course qualifies for 6.5 hours of CPD with HRPA upon successful completion.

Course Outline

The following topics are covered:

Understanding personal strengths and challenges when interacting with others
The external factors driving behaviour today
Recognizing signals behind customer reactions and responding appropriately
The Behaviour Iceberg and its influence on conversations
The power of Four Simple Words
The difference between aggressive and assertive behaviour
Recognizing and closing perception gaps
Using listening and questioning skills to diffuse difficult situations
The key principles of neutral language
Tips for working more collaboratively with others

Who Should Attend

Anyone who works directly with customers and clients, including Supervisors and Managers.

Additional Information

This virtual course is held on November 12, 2026, from 9:00 AM to approximately 12:00 PM.

The Zoom connection information will be provided via email in advance of the session.

Coordinators:
MEARIE Training Department – training@mearie.ca

Directions & Location

Custom Location,

In partnership

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MEARIE is the provider of these courses in partnership with various subject matter experts. All of these experts have extensive experience within their respective fields, as practitioners and/or industry consultants.

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Are courses available online or in-person?

Courses may be offered online or in-person. Please consult the course's page and date to verify in which format it is being offered. Several of our more popular courses are offered in both formats throughout the year. Be sure to check out course options at www.MEARIE.ca/Training.

What technology do I require to take an online course?

Yes. We recommend using technology with both audio and video capability. We use ZOOM, so be sure it is installed on your computer. It is helpful if you use headphones to help hear one another clearly. As some sessions are interactive, we request the video function be turned on. While the session will work on a tablet, we recommend a desktop or laptop computer as the experience is more engaging and rewarding. A link to the session will be sent via email to you prior to the session. We encourage you to login a minimum of 5-minutes prior to the session start to ensure you successfully connect to the session.

For online courses, can I use a tablet or phone?

We recommend using a computer for both audio and video capability. While the session will work on a tablet, using a computer provides a more interactive experience. We do not recommend using a phone.

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