PSL have developed proven methodologies for communicating with customers on the telephone, face to face and in writing.

• Turn complaints around, stop problems from escalating and deliver excellent service
• Write appropriate emails and letters
• Be assertive and sensitive to your customer’s needs
• Turn can’t-do situations into can-do positive outcomes
• Recognise your customer’s intentions and needs
• Influence and manage your customer’s expectations
• Help customers to help themselves and know when this is appropriate

Develop your soft skills and gain practical tools for:

• Managing stress and frustration
• Calming hostility and anger
• Effectively questioning and listening to your customers
• Conveying what you need to say and your customers need to understand
• Enabling your customers to help you when you need them to
• Avoiding prejudice and assumptions
• Choosing the right terms and phrases and knowing what not to say
• Developing your own self-confidence and job satisfaction from the sense of achievement you gain from turning around difficult situations and making a difference