Customer service is often an entirely communicative act, occurring through written or spoken interactions hence it requires skilled professionals conscientious of how they address others. Strong communication skills and habits can serve as the foundation for positive interactions with clients, whether pitching a sal e or addressing an issue.

This workshop will give you confidence, knowledge and transform how you manage relationships with clients and stakeholders.  You’ll see the results quickly through better, more powerful communication.

The course gives you powerful but subtle tools and approaches for more effective customer communication. Built around an engaging and understandable communication model, it explores how we communicate, why things sometimes go wrong and how to avoi d the most common errors when you’re talking and writing to customers.

Course Objective

  • Understand the Client’s personality and psychological drivers and how to create lasting value
  • Understand how customers really understand
  • Why customers sometimes seem not to ‘get it’
  • How to structure an explanation so clients understand it
  • How to make the complex simple when you’re communicating
  • How to raise pric es without losing customers
  • The importance of ‘why’
  • The Rubuss K-conflict resolution model
  • How to avoi d conflict
  • Answering the client’s vital unspoken questions
  • What’s the best mediu m to use with which client
  • When to write and when to pick up the phon e
  • Building rapport authentically

Understanding the Client

  • Know them better than they knows themselves 
  • Client Personalities
  • Creating Bespoke: Compelling Propositions

Establishing Credibility – Becoming a Trustworthy Expert 

  • Reciprocity, Commitment and Consistency
  • Using Social Proof and Liking
  • Building Authority and Why it matters
  • Rapport: The glue that binds us together

Managing customer expectations

  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoi d
  • Managing customer expectations
  • The Service Quality (SQ) factors
  • Flying over customers’ rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles


  • Barriers to communication
  • Listening skills and empathy
  • The importance of preparing and organizing one’s thoughts and ideas
  • Why assertiveness matter – the pros and cons
  • The Botari Box
  • Building rapport
  • The likeability factor
  • How to be Compelling
  • Matching the Message to the Mediu m
  • eRelationships: How to Engage and Dialogue with Clients Online

Building and influencing relationships 

  • The Power of Emotion, Metaphors, Feelings and Stories
  • Dale Carnegie and self-awareness
  • What’s in it for Us (WIIFU) versus What’s in it for Me (WIIFM)
  • Identifying opportunities to build strong and healthy working relationships
  • The role of context in building successful relationship
  • Seeking feedback and different perspectives
  • Investing in a relationship
  • Moving from the transactional to the transformational
  • Tips to developing positive relationships
  • Working through difficult relationships

Successful networking

  • The benefits of building your network
  • Simple tips to remember when building your networking
  • Effective business and professional networking
  • Broadening your network

Dealing with Difficult customers

  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery