Building Customer Relations


This course is aimed at front-line, customer-facing employees who rely on their communication skills to build rapport with customers, identify and meet their requests and also to influence or persuade. It will enable you to understand communication models and theory. It will help you to turn this learning into immediate and practical applications to help you present your messages more clearly and confidently, enable others to get their message across and influence face to face and telephone based conversations with more rapport and control. You will leave the workshop with your own personal development plan and a toolkit of techniques to turn that plan into action.



This training programme will enable you to:

  • Understand a range of communications models (as they relate to customer communication)
  • Identify the obstacles to effective communication
  • Recognise the importance of rapport in successfully meeting customer needs and stopping interactions from deteriorating
  • Learn and show effective listening and questioning skills
  • Understand the principles of crucial conversations and maintaining dialogue under pressure
  • Know how to keep challenging customer conversations moving towards resolution

My Mantra – how I self-talk my way to success


A mantra is a short saying or ‘affirmation’ that we say to ourselves to help remove negative thoughts or self-limiting beliefs, and replace them with something more positive. I have had some very different and distinct mantras at different times of my life, and each has had a powerful role to play.

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Learning at Work week – are you ready?


Learning at Work week is a great opportunity for Learning and Development or HR teams to remind colleagues what’s available in-house as well as helping create a culture of learning.

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The business case for using video in learning


A summary of a live 'twitter-chat' hosted by @LnDConnect on the use of video for learning solutions, featuring the video shared by Talentstorm Director Rachel Broome.

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