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Course Description

Duration 60 minutes

In Tune with Language and Pace; run your own customer service phone skills training.

It’s not what you say, it’s the way that you say it.

Run your own bite size training session which focuses on how to build a better rapport with customers through language – especially important if you speak with customers over the telephone.

An in Tune Trainer's Toolkit makes this easy.


Course objectives

1 understand why language is key to effective communication
2 examine why being understood is crucial when dealing with customers and colleagues
3 build rapport with customers through your language and pace
4 tune into your customers; make transactions easier and build relationships more quickly
5 understand why language and pace are essential over the telephone when there are no visual signals
6 avoiding the use of jargon when helping customers
In Tune with Language and Pace – It’s not what you say, it’s the way that you say it. Find out how to build a better rapport with customers through language – especially if you deal with customers over the telephone.

Business needs addressed

Customer retention

First time resolution – improving the quality of communication so that customers do not have to call back

Customer service

Customer needs

Sales - growing your business

Building and strengthening relationships

Building brand loyalty

Suitable for

Orientation or induction training

Customer service training workshops

Sales training

Team meetings

Company conferences


All employees

Front line customer service roles e.g. hotels, restaurants, retail, surgeries and practices

Business to consumer

Business to business

Doing business by telephone

Sales people; selling face to face or by telephone

Call centers, contact centres, customer service centres

What's included

Download 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 in the Trainer’s Guide so that managers or team leaders can run these valuable sessions in-house, 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 session plan for experienced trainers or big picture thinkers
  • detailed notes to enable you to run the sessions with confidence
  • 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 high quality supporting handouts of key messages and exercises, keeping your preparation time to a minimum.

7 Day Money Back Guarantee

If the material does not do what you need it to do, please get in touch and we'll refund you in full.

On Approval

Currently available in the UK only.

Should you wish to look at the materials prior to buying, we will post you a hard copy Trainer's Guide and invoice you at the same time. If you want to keep and use the folder we'll forward you the soft copy of the training pack when we've received payment.

Should you decide the training material is not right for you, send us back the Trainer’s Guide, and we’ll cancel the invoice.

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Help your team understand that a positive attitude feels good and has real customer service benefits. $180 + VAT Add to basket

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