In Tune with Choosing Your Attitude –

Duration 60 minutes

It’s been said that “customer service is not a department, it’s an attitude” and a positive attitude is vital if your staff are going to deliver excellent customer service.

Dealing with customers can be extremely demanding. Sorting out complaints, receiving bad feedback or interacting with difficult or rude people can be demoralising. However, negative feelings in the workplace can trigger an angry response from customers.

This course is useful if you hear your people say things to customers that aren’t customer focused or helpful. In Tune with Choosing Your Attitude is designed to help your team understand how attitude impacts themselves and those around them. What we say and how we say it has a huge impact on the people we interact with on a daily basis. By choosing our words carefully and thinking about how we talk to customers, colleagues and suppliers we can have a positive influence that allows us to enjoy honest, authentic and direct conversations that reap significant business benefits.

Course Objectives

After this session, your team will be able to:

  1. understand the importance of a positive attitude in the workplace
  2. consider their attitude and the impact it has on themselves and others
  3. realise that a positive attitude benefits everyone – not only our customers but for ourselves and our colleagues
  4. consider the language they use when dealing with both internal and external customers
  5. be more helpful by the language they use

In Tune with choosing your attitude – Help your people to understand the choices they make around attitude. Being positive feels good and it has real customer service benefits.

Business needs addressed

  • customer service
  • customer retention
  • customer & employee engagement
  • team working and inter-departmental relationships
  • keeping key customer service messages alive between more formal training sessions

Suitable for

  • induction training
  • customer service training sessions
  • team building sessions
  • sales training workshops
  • team meetings
  • company conferences


  • All employees
  • Customer facing roles
  • Face to face selling and customer service
  • Call centers
  • Contact centers
  • Business to consumer
  • Business to business
  • Internal and external customers

in tune with choosing your attitudeWe'll email you everything you need to run a powerful, interactive training session for your people.

In Tune modules are flexible one hour sessions, which can be run by new and experienced trainers. There are clear instructions so that managers or team leaders can run these valuable sessions in team meetings, saving your precious training budget, and minimising disruption to the business.

Trainer's Guide

  • giving clear step by step instructions on how to run the session
  • see at a glance overview for experienced trainers or big picture thinkers
  • detailed notes to enable you to run the sessions with ease
  • notes include tips on timings, running the sessions, and how to keep the sessions lively, participative and focused on the outcome

*if you wish to spend more time on a particular issue, there are suggestions for giving sessions greater depth.


It's up to you whether you use the PowerPoint pack, some trainers prefer not to, but it's there for you to use if you choose to.


All the PowerPoint slides in this handy workbook. There is ample space for participants to make notes as a useful reminder of their session, but the sessions run equally well without a workbook.


There are also supporting handouts of key messages and exercises. This helps the trainer to prepare for running the session, while keeping preparation to a minimum.

Seven Day Money Back Guarantee

Should you purchase a download and realise that the material does not do what you need it to do, then please get in touch with us. We will then ask you to personally guarantee that you have not copied the material and that you and your organisation will not use the material again. Once this has been received we will refund the amount in full.

On Approval

Currently available in the UK only.

Should you wish to look at the materials prior to buying, we will forward you a Trainer's Guide and invoice you at the same time. If you want to keep and use the folder we'll forward you the downloads when we have received payment for the invoice.

Should you decide the training material is not right for you, simply package and return to us within 7 days, signing to personally and on behalf of your organisation confirm that the material has not been copied or used.


In Tune is motivational — inspiring your people to go the extra mile, give them focus and take action after the training.

It’s flexible, with a range of modules that you can deliver at a time and place that suits you.

It’s affordable. Once purchased, you can run the sessions time and again at no extra cost.

In Tune has been designed to keep trainer preparation time to a minimum.

It’s highly effective, offering practical learning that will transform the way your people look after your customers and work with each other.

It looks good. We've designed the modules, so that all you have to concentrate on is the participants and the training session itself.

Buy one module or build your own training programme or training calendar.

Our clients