Communication Skills for Customer Service Staff

Communication Skills for Customer Service Staff

Training Course

$179.95 $199.95

What do I get exactly?

You receive a zipped file instantly upon purchase that includes the following in MS office format

Training Modules Trainer Guide (61 Pages).

Training Modules Student workbook (45 Pages).

Training Modules Slide deck (31 slides).

Training Modules Find out your service profile – Customer Profile ID Self Assessment.

Training Modules Find out what kind of a customer are you.

Training Modules Bonus activities ( 22 activities ).

Training Modules Training support documents ( Training evaluation forms, 5 certificate templates, program outline).

Training Modules Review game.

$179.95 $199.95

You will receive a secure link by email to download your purchase immediately after purchase.

Buy Now, Download Instantly, Get A Bonus

Competitive review game

A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.

The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds…etc. Save as a new file & create 100’s of other review games for any training materials or program to always end your training program on a high note.

Watch This Short Video


The "Communication Skills for Customer Service Staff" training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.

Course Objectives

By the end of this training course participants will be able to:

Training ModulesKeep a happy and passionate attitude by figuring out what gives you energy and using techniques to boost your energy levels.

Training ModulesControl the flow of the conversation and employ statement-question techniques to enhance customer comprehension and provide proactive customer service.

Training ModulesImprove listening skills and recall customer information to gain a deeper understanding of their requirements and to increase customer satisfaction.

Training ModulesDevelop effective techniques for acknowledging and concluding a conversation in order to leave a favourable impression and develop confidence in customers.

Training ModulesIdentify customer characteristics using profiling techniques and adapt communication strategies to effectively engage various customer groups. Also, develop the ability to manage strong emotions during consumer interactions and to negotiate solutions that benefit both parties.

Outline of topics

Module 1: Energy and Passion for customer service staff

Training Modules Understand the elements that drive our behavior.

Training Modules Discover the factors that impact upon our energy levels.

Training Modules Explore how-to drive-up energy in a real time environment and maintain it.

Training Modules Develop a technique to maintain a positive and passionate state.

Module 2: Proactive customer management for customer service staff

Training Modules Understand the customer and business benefits of effective conversation control.

Training Modules Understand a natural method for controlling conversation flow.

Training Modules Understand the concept and benefits of the statement question technique.

Training Modules Adopt a varied approach to questioning dependent on need.

Module 3: Listening skills / Memory for customer service staff

Training Modules Gauge your personal effectiveness at listening.

Training Modules Understand how to improve your listening skills.

Training Modules Improve the ability to recall key customer information to build rapport.

Training Modules Better understand customer needs.

Module 4: Acknowledgment and Closing Conversations with Customers

Training Modules Understand the importance of acknowledgment to elevate customer confidence and rapport.

Training Modules Develop techniques for effective acknowledgment.

Training Modules Understand when to move to conclusion & Develop conversation closing techniques.

Training Modules Define the last impression that matters.

Module 5: Customer Profile ID

Training Modules Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations.

Training Modules Know your own Customer Profile ID preferences and how this will manifest in the way that you communicate.

Training Modules Explore verbal clues in identifying a customer’s model of the world.

Training Modules Quickly identify and assign a Customer Profile ID.

Training Modules Learn how to engage with different Customer Profile ID groups.

Training Modules Explore the consequences of matched/mismatched approaches.

Module 6: Dealing with Customers Showing Strong Emotions

Training Modules Understand that intensity comes from emotion.

Training Modules Explore “What response am I looking for”.

Training Modules Develop two different diffusion techniques.

Training Modules Apply and practice – Role play activity.

Module 7: Negotiation

Training Modules Understand the elements of negotiation.

Training Modules Explore compromising and trading off.

Training Modules Discover how to conclude a negotiation.

Training Modules Practice negotiating win/win solutions.

Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!

Training Material Samples

Slide Samples

For random slide samples, Click thumbnails below for larger images.

Trainer Guide Samples

For random trainer guide samples, Click thumbnails below for larger images.

Workbook Samples

For random workbook samples, Click thumbnails below for larger images.

The Fully Customizable Training package includes

Download Everything

Maximize return
on your training investment
with the most cost effective solution
to your training needs

Communication Skills for Customer Service Staff

Communication Skills for Customer Service Staff

Training Course

$179.95 $199.95

Deliver fun, Effective And
Professional Trainings Easily!

Outstanding Value for a Modest Investment

Gain access to meticulously crafted, well-structured training materials that include comprehensive trainer guides, delegate workbooks, PowerPoint slides, enriching activities, exercises, and a range of supporting documents. Everything you need for a successful training program is at your fingertips.

Modular Flexibility for Enhanced Training

Each training program is thoughtfully organized into standalone modules, allowing easy customization, addition, or integration into your existing course materials. This structure offers a seamless and adaptable approach to crafting your training program.

End on a High with a Competitive Review Game

Elevate your training's conclusion with an exhilarating and competitive review game in PowerPoint. This engaging activity aids in reinforcing content, enhancing retention, and ensuring participant engagement until the very end. The PowerPoint game is fully customizable, offering endless possibilities for creating similar review games for various training materials and courses.

Fully Customizable to Suit Your Unique Needs

Tailor each training material package to align perfectly with your specific objectives and the unique requirements of your audience. Enjoy the freedom to brand it with your own name, ensuring a personalized touch. Please note that while customization is encouraged, we do not permit the resale of our training course materials.

Inspiring New Ideas for Engaging Activities

Our training material packages are packed with a rich array of self-discovery exercises, activities, and games, all designed to address specific learning objectives. These resources provide a wealth of ideas to enhance the interactivity and liveliness of your current course materials.

Instant Access for Immediate Implementation

Upon the successful completion of your purchase, all our course material packages are available for instant download. This means you can start implementing your training program right away, without any delay.

Comprehensive & Well-structured
Training Course Design Documents

Even if you’ve never delivered a training course before and are finding the whole process a little daunting, our training materials provide everything you need to complete an effective, engaging and fun professional course.

Our training course materials are presented in an easy-to-follow format with enhanced instructions for trainers to explain all of the key points, models and concepts to delegates with clear directions and debriefing instructions for every activity and exercise, incorporating the key points and main takeaways to deliver and tips on how to get your points across. Our tabular Trainer’s Guide provides clear direction and suggestions on what to do and say with each presentation slide, to enhance the delivery of our high-impact PowerPoint slide deck and comprehensive participant workbook.

Training Concepts & Models
that Achieve Measurable Results

Our training course materials and courseware packages come with over 20 years of professional training design and delivery for some of the largest multi-national corporations in the world. Experienced instructional designers and senior trainers have researched and developed these training courses that have proven to be very popular with learners of all types and have consistently achieved measurable business results.

Affordable professionally designed
customizable training materials

You do not need a huge training budget to develop your people. Every true leader knows that staff development is at the core of his/her job. Now, even with a low training budget you can afford to deliver affordable, professionally designed course materials and courseware packages.

training packages

For Trainers


Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.

Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.

Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.

Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.

Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!

TCM training materials are professionally written state of the art and masterfully done with up-to-date training aids and workbooks. Nowhere else could you find training materials of this quality for the price ... AAA+

Peter Morrison
Sales & Marketing trainer
For People Managers

People Managers

As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.

Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.

Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.

Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.

Customize Your Training Package
To Suit Your Requirements

All our training course material packages are 100% customizable and can be adapted to match your training objectives and the requirements of your audience. You can even re-brand your course materials with your own corporate identity, although we retain copyright of our course content and do not permit the resale of our packages.

Add Standalone

Individual standalone training modules and topic areas can be integrated into all of our training programs, to allow you to focus on and customize specific topics as required, or to enable you to add or incorporate your own existing course materials.

Let Your Delegates Grow With
Activities, Exercises And Games

All of our training course material packages include a plethora of self-discovery and independent learning activities, exercises, and games designed to address specific key learning points, as well as providing additional ideas for activities and interaction to add depth and interest to your existing course materials.

Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like  controlling calls , handling angry callers and telephone debt collection.

Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.

All our training materials and courseware packages are designed and developed with both trainers and trainees in mind, and have been tried and tested on the job to ensure their successful delivery by trainers of all types, from frontline employees and first-timers to senior management and training professionals alike.

Read Our

Get all our training Packages
and Save!

Save over $1500 and Get each full program for under $99.00 & 6 Mini Courses free

To find out more about how our training course materials can help you to boost engagement, deliver effective training and enhance your team’s knowledge and understanding of the key points that are important to you, please take a moment to read our frequently asked questions, or get in touch now if you want to know more.

Site Guarding