Directing a conversation – the easy 2 stage process

Directing the conversation is a key skill when trying to steer your customer in the right direction on the telephone. On our 2 day courses we show you the easy to use 2 stage process – the Seek & Speak circle. We demonstrate it to you, and then give you the chance to try it for yourselves.

Customer Service masterclass 4th – 5th December 2018 – Northampton

Customer service masterclass – 4th & 5th December. 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

Telephone skills masterclass 29th & 30th August 2018 – Northampton

Telephone skills masterclass – 2 day training course covering many of the key aspects of telephone communication skills for improving relations with customers. Reception, internal sales, customer service, sales administrators, telesales, telemarketing and customer retention teams can all benefit from this wisdom.. Covering building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

Customer Service masterclass 13th – 14th August 2018 – Leicester Northampton

Customer service masterclass – 13th & 14th August. 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

Customers appreciate honesty

Customer Service disaster. Sometimes things go wrong. And often in clusters. Have a plan. Follow our checklist to make sure you cover the bases and respond to it professionally and proactively. My customer service disaster a few years ago taught me a few valuable lessons. Not least of which is that if you hold your hands up and apologise to your customer, it often helps diffuse the situation.

Telephone skills masterclass 27th April 2017 – Northampton

Telephone skills masterclass – 1 day training course covering many of the key aspects of telephone communication skills for improving relations with customers. Reception, internal sales, customer service, sales administrators, telesales, telemarketing and customer retention teams can all benefit from this wisdom.. Covering building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!