At PSL we work with our customers.

Our training and coaching is:

Tailored to Your Business: We take the time to understand your industry, your customers and your team’s specific challenges to create a training program that fits like a glove.

Examples of service skills we can help your team develop

1. Adapting to different customer personalities and situations - agility
2. Avoiding the black hole experience, when customers do not know what's happening by when
3. Becoming the trusted adviser
4. Clear communication, explaining solutions or needs simply and effectively
5. Closing the loop to make customers feel valued
6. Conflict resolution, de-escalating tense situations diplomatically
7. Creating a positive first and last impression
8. Empathy, demonstrating genuine care and understanding
9. Fast and effective
10. High self-awareness
11. Following-up to  ensure customer engagement, perception of value and satisfaction
12. Identifying and understanding customer needs, and what could be sales opportunities
13. Keeping  customers informed
14. Maintaining your customer's perception of value
15. Making things easy for customers
16. Managing the  effects of unintended consequence
17. Not allowing faults, errors or mistakes to distract you from the value of your product / service
18. Patience, handling complaints, challenging people and situations calmly and professionally
19. Positive  attitude, maintaining a friendly, helpful can-do approach
20. Problem-solving, quickly finding ways to make progress and deliver solutions
21. Producing what your customers value
22. Trust-building, being reliable and honest in all interactions
23. Understanding customer needs, taking ownership, using problem solving tactics UTU
24. Rules and  tools for gaining excellent feedback from your customers

Examples of communication skills we can help your team develop

1. Active listening and asking the right questions at the right time, being curious, interested
2. Adapting to  the needs of different audiences, people and their personalities
3. AI tools - the  benefits and risks to manage
4. Asking  clarifying questions
5. Assertiveness,  how to be assertive and what to avoid
6. Avoiding assumptions
7. Avoiding interrupting customers
8. Body language  - understanding facial expressions, eye contact, posture, gestures, personal space
9. Building  self-confidence to help employees to become their best at communication
10. Building trust  - understanding empathy and  rapport
11. Communicating  clearly and confidently
12. Communicating in ways that  make it easier for your customers / audience
13. Compelling proposals, selling  your ideas, ways to get buy-in
14. Delegating clearly and effectively
15. Does it need to be said, said now, said by me? (a conflict management tool)
16. Encouraging open dialogue
17. Emails, using  this tool effectively, ways to avoid mistakes and manage the costs and risk of cc  
18. Engaging story telling skills to improve communication
19. Giving and receiving feedback
20. Handling challenging questions
21. Helping  introverts and extroverts to become their best
22. Knowing how to get people onside
23. Less is  more, being concise  
24. Managing stress, frustration, nervousness or excitement    
25. Managing unconscious bias    
26. Negotiation skills  
27. Persuasion and influence techniques
28. Public  speaking / presentation skills
29. Reading  between the lines, identifying signals and intent
30. Recognising and adapting to Speaker thinkers and Thinker speakers
31. Reporting - using reports to demonstrate and add value
32. Resolving misunderstandings  
33. Respecting different communication styles, opinions, cultures
34. Structuring a clear message, clear presentation
35. Summarising and confirming
36. Taking notes
37. Team collaboration, being open, receptive, flexible and when necessary calmly  assertive
38. Understanding and being able to use effective leadership skills
39. Understanding the power and effects of tone in voice and writing
40. Understanding why people behave in certain ways and emotional intelligence
41. Video  conference, on-line meeting etiquette and professionalism    
42. Ways to communicate at the  right level    
43. Ways to say 'no' politely    
44. Rules and tools for effective communication

What You’ll Gain

• Tailored training: a program, course or workshop that really fits your needs and works.

Ready to Elevate Your Customer Service?

Don’t settle for generic training programs that don’t address your unique needs. Let us create a customised customer service training solution that delivers real results.

‍Contact us today to schedule your free consultation and take the first step toward transforming your customer service experience.

‍