Program
Customer Centric Communication Training
Handling frustrated customers, resetting expectations and saying no, without losing the relationship.
- Duration
- 1–2 days
- Format
- In-person or virtual, role-play intensive
- Group size
- 12–18 participants
The problem we are solving
Customer-facing teams are usually trained on process and product, then left to improvise the emotional part of the conversation, which is the part customers remember.
Under pressure the default is to explain the process. The customer hears indifference, and a solvable issue becomes an escalation.
About this program
Customer centric communication training for service, support and account teams. It focuses on the part customers actually remember: acknowledgement, tone, resetting expectations honestly and saying no without losing trust.
Where your policy allows, we practise on anonymised real interactions from your own teams.
What changes in behaviour
- Acknowledge before explaining
- De-escalate without conceding everything
- Reset expectations honestly and early
- Say no while offering a route forward
- Adapt tone to different customer styles
- Close interactions with clarity on next steps
What the program covers
- The customer's experience of the interaction
- Listening and acknowledgement
- De-escalation under pressure
- Expectation setting and saying no
- Behavioural styles and tone
- Practice on real interactions
Who it is for
- Customer service and support teams
- Customer success and account management
- Field service and relationship managers
- Can you use our real call recordings?
- Yes, where your policy allows. Anonymised real interactions make practice considerably more useful.
Start with one cohort. Judge the behaviour change.
Most engagements begin as a single pilot cohort, so your team can evaluate the facilitation and the follow-through before a wider rollout.