Participant Group: All Staff

Facilitator: Karen Sommerville, Call Focus

Overall Aim: 

The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with 

customers both on the telephone and on a face to face basis. Participants will learn the importance of managing and exceeding 

expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting 

inappropriately resulting in satisfied and loyal customers. 

Objectives 

After completing the workshop, each participant will be able to: 

• Apply highly developed communication skills for improved customer relations 

• Adjust your mind-set and avert complacency - look at things through the eyes of the customer 

• Build confidence with customers, whilst portraying a helpful and friendly attitude 

• Learn the power of body language to communicate effectively especially with groups of people 

• Use the telephone effectively to create the right impression even under pressure 

• Put customers at ease, build trust and create empathy to make a connection 

• Learn to really listen to customers, ask the right questions and understand their needs 

• Talk to customers in their own language - know what to say and how to say it 

• Learn to be assertive when dealing with different personalities and irate customers 

• Avoid defensive behaviour and trigger words that irate customers 

• Deal with criticism, remain calm, speak clearly and defuse the situation 

• Differentiate between different levels of dissatisfaction and respond appropriately 

• Resolve customer complaints and difficult situations in a confident and competent manner 

• Keep promises, keep customers informed, meet expectations & respond quickly and effectively

Date: Wednesday 14th October 2026

Time: 9am - 5pm

Location: Library Conference Room

Book your place Via ESS (Bookings will open 2 or 3 weeks beforehand)