Empowering soft skills
Tailored for your teams, learn how communication skills can transform customer relationships and team performance.
Technically Brilliant People
Technically brilliant people are not always properly trained with the soft skills that they need to deliver customer delight and protect customer relationships.
Improving Customer Relationship Skills
We provide training that equips teams with a toolkit and mindset that they can use to improve how they deliver for customers.
These tools will improve how they work with customers and they will feel more confident with handling challenging situations.
Find out how our clients make and save $€£Millions through our unique customised training.
What follows are some examples of topics and outcomes that maybe useful for your business.
Service Excellence Skills
- Understanding customer needs, taking ownership and using problem solving tactics.
- Building strong rapport and collaborative networks, internally and externally with customers.
- Representing the company with the highest standards of customer care.
Communication and Negotiation Skills
- Ensuring customers understand that you understand and own their needs and concerns.
- Using effective verbal and written communication skills to enable smarter teamwork.
- Demonstrating value in records of work performed, service reports and customer interactions. Knowing when to speak and how to use email wisely.
- Negotiating to achieve the outcomes you and your customers need.
Sales Skills
- Understanding and forecasting customer needs.
- Identifying opportunities for growth, helping customers to achieve their goals.
- Providing feedback early for colleagues to exceed customer satisfaction.
Team Working Skills
- Contributing positively as a team player, even when working remotely.
- Thinking ahead and considering the impact of decisions and requests on others in the supply and technical support chain.
- Troubleshooting and problem solving in collaboration.
- Highly organised, managing multiple tasks in a strategic, co-ordinated way.
Resilience Skills
- Learning, including from mistakes or setbacks. Maintaining a positive attitude.
- Performing under pressure, aligning with colleagues, navigating your way through change and around problems to succeed.
- Combining task and stress management to keep moving towards achieving really worthwhile outcomes for you, your colleagues and customers.
Trust Building Skills
- Understanding how to create trust.
- Communicating needs and value in clear and compelling ways.
- Working effectively with different people and conflicting needs.
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Delivering Growth
In business, the flywheel concept is used as a metaphor for creating self-reinforcing loops of positive momentum. It was popularised by Jim Collins in his book “Good to Great.”
Liberating the potential people through PSL training will help you to drive growth.
Moving From One-Dimensional Thinking
You can hear this when employees say "I am just a...". or 'I don't have time to...' or...
These are natural human responses, especially when people are frustrated, feeling under pressure, undervalued or demotivated.
One-dimensional thinking means- I can only ..
Two-dimensional thinking means - I can also ...
Three-dimensional thinking means - We can ...
Frontline and back-office staff are the heroes of any business. Moving teams from one-dimensional thinking to 2, 3 and 4 dimensional thinking and beyond will continuously unleash potential and opportunities for growth.
Pay-off for our clients and their people
The overwhelming consensus from the attendees has been that the training delivers valuable tools, and people skills.
“The course was extremely well structured... it has given me new skills that I can readily use in both my personal and business life... definitely a course that has left a lasting impression.”“The training has increased my confidence to handle tricky situations or questions that I may not have immediate answers to. The ability to handle these issues will compliment an engineer’s technical knowledge and promote an extremely professional face to the customer.”
A complaint becoming an opportunity
An engineer responds immediately to an urgent customer need. The haste and intent to resolve the issue as fast as possible results in a process oversight, leading to a customer complaint. The engineer’s willingness to review what happened enabled a process improvement and deeper understanding of customer needs and expectations. A problem becoming an opportunity.
Winning a $25M deal
In the development phase of a significant proposal, the models we supplied were instrumental in testing the value proposition. This assistance allowed the team to enhance the proposal while maintaining its integrity and demonstrating value that precisely met the
customer’s requirements. The outcome was improved teamwork and a contribution to winning a large sale.
Protecting your assets in people
“Your encouragement and support have not only enhanced my understanding of customer relations but have also inspired me to apply these skills in my professional life. Thank you once again for your commitment to our growth and development”.
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Training details
Who is this for?
Customer Service Teams, Support Teams, Finance and Accounting, Engineers, Project Managers, Technical Solutions Architects, Sales and Sales Support, Program Managers, Service Operations Leaders, Estimators, Technical Support
Location
We can come to you or a venue near you. We operate throughout the UK and globally.
Duration
Our courses are delivered as workshops: 4 hour or longer sessions over a period of time that fits with availability and objectives.
Customisation
Our courses are delivered as workshops: 4 hour or longer sessions over a period of time that fits with availability and objectives.
Richard Webb
Director of Field Services, Honeywell
More about PSL
Proven Track Record
With a track record of success, PSL has empowered thousands of employees to become customer service masters. Our programs are designed to deliver tangible results and enhance customer satisfaction.
Achieving Your Objectives
Some use training as a defensive way to protect their brand, some use it to drive growth and some to support and motivate their employees. What is that you want to achieve? We can help you.
Tailored Solutions
Our training programs are meticulously tailored to meet the unique needs and challenges of your team, your industry, business or organisation.
Expert Trainers
Boredom is the enemy of learning. Our courses are interactive, and memorable. Expect dynamic workshops, group activities, and real-life simulations that make learning enjoyable.
Global
We operate in all time zones. Our experience also means we can make training relevant for your culture and local requirements.
Flexible Training Formats
We understand the importance of flexibility. Choose from in-person workshops, virtual training sessions, or a blend of both to accommodate your team’s schedules.
Customisable Modules
Our modular training approach allows you to customise programs based on your specific goals.
Continuous Improvement
The business landscape is ever-evolving, and so is customer service. Our commitment to continuous improvement means that our training content is regularly updated to provide best practices that are needed today.
Let’s take your team to the next level
FAQs
Some of the questions we receive.
PSL training courses start from £3750 for a team.
We do not run public courses. Everything we do is designed to fit your objectives.
Typically this would be 4 or more and there is no maximum. Having said this maximum numbers of delegates is influenced by what you want to achieve.
We provide a fixed fee. The only factors that may change are accommodation and travel.
You should not buy from PSL. This is because we will not be selling to you. We will be working for you.