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Course Description

Duration 60 minutes

Everything you need to deliver your own impactful listening skills training.

In Tune with Listening – Being listened to matters to the customer. It's such a key skill, and one which we need to develop especially if we are focuses on a screen or activity while we are speaking with a customer

Discover the art of listening and reap the benefits – getting things right first time and improving customer satisfaction.

Course objectives

1 focus on listening to understand and connect with customers
2 understand that good listening skills build trust by getting it right the first time
3 know why listening well builds relationships and teamwork
4 understand that teamwork helps business, morale, customer service and performance
Being listened to matters to the customer. Discover the art of listening and reap the benefits – getting things right first time and improving customer satisfaction.

Business needs addressed

Listening to customers, colleagues & co-workers

Communication skills

Customer retention

First time resolution - helping improve the quality of communication so customers do not have to call back

Customer service


Building rapport and relationships

Building reputation and brand loyalty

Suitable for

Induction and on-boarding programmes - let new starters know how important their customers are from their very first day

Communication skills training

Customer service training workshops

Call and contact center training

Telesales and telemarketing training

Sales training

Team meetings

Company conferences


All employees

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

Business to consumer

Business to business

Doing business by telephone

Sales people selling face to face or by telephone

Call centers, contact centers, customer service centers

People listening to customers while using a computer system

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 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