Course Description

Duration 60 minutes

So many team leaders we speak with want positive attitude training for their teams, and so we designed this with them in mind, so that you can deliver your own bite size customer service training that focuses on attitude and how that impacts customers and co-workers.

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 their 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. By choosing our words carefully and thinking about how we talk to customers and colleagues, we can have a positive influence that allows us to enjoy honest, authentic and direct conversations that reap significant business benefits.

Course objectives

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 also ourselves and our colleagues
4 consider the language they use when dealing with both internal and external customers
5 be more helpful with 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 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

Conferences

Audience

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

What's included

Download everything you need to run a powerful, interactive customer service 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 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
  • an 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.

PowerPoint

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.

Workbook

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.

Handouts

There are also supporting handouts of key messages and exercises, easy to find and print 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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