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Customer Service

Public Facing Communication Either Face to Face Or On The Telephone

Business People in Meeting

What you will learn  :

  • Have strategies for diffusing difficult or emotionally charged situations

  • Know how to make the other person feel heard, through good listening technique

  • Understand different communication styles, which creates a fuller understanding of people and dynamics

  • Know how to work towards a positive outcome when resolving conflict and engender respect and cooperation


  • Know how to remain calm and manage your own stress levels in order to think on the spot 

  • Be able to express yourself sensitively and diplomatically

“A brilliant session, professionally facilitated. Lots of learning to take away and apply to the day job.”

​Julie Johnson, 
NHS Confederation
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