Customer Service Training

The customer always comes first: Customer service training

During this coaching programme, delegates will come to understand the impact they have on customer service. Janine helps delegates comprehend customer values and how to apply the correct behaviour and service levels to improve customer loyalty.

Topics covered include:

  • Build and connect – immediately
  • Make an impact
  • Why first impressions count
  • Talk with confidence
  • Get your message across
  • Use your voice as a paintbrush: Professional voice
  • techniques, including vocal projection and tonality
  • Listen proactively: The art of active listening
  • Reassure and empathise
  • Keep your energy levels up

Call centre training: How to make that sale

In any efficient organisation, the voice on the other end of the phone is often the client’s first point of contact. The agent thus becomes the all-important voice of the brand or company. It’s a make-or-break role.

This workshop uses a targeted strategy of intensive roleplay training. Delegates will be put through their paces in tailor-made role-play scenarios, and will be able to hear first-hand how they come across over the phone.

This programme covers:

  • Talking with confidence
  • Vocal projection
  • Tonality: Using the voice as a paintbrush
  • Empathy
  • Assertiveness versus aggression
  • What to say - and what not to say
  • Engaging with the caller
  • Taking control of the call
  • Phone techniques

Profile Interview


With Janine Lazarus on SAFM, listen now

Subscribe to our Newsletter

Media and Communications Training

  • Up-front needs analysis
  • Understanding the Media Mind
  • Communications Workshop
  • Presentation Skills Training
  • The Art of an Interview
  • Mitigating a Media Crisis
  • Polish Your Prose

Customer Service Training