Accreditations and Endorsements


Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation.
If the customer enjoys the call, then the ‘results’ are better. This isn’t about making a new friend with every customer but making the conversation run smoothly , the benefit is that it makes the time spent with the customer more enjoyable and is less stressful for you, which means you will be in a better frame of mind for the next call.
Learning Outcomes for this module include:
Understand key concepts and techniques that will help you to have more enjoyable and productive customer interactions, and make you feel more comfortable and confident in your role.
How important are our professional relationships and what can you do to improve them? This module introduces you to the topic of Building Relationships […]
Do you do much negotiating in your role? You might be doing more than you think. This module introduces the topic of Negotiation and […]
Put your negotiation skills to the test in this choose-you-own-adventure activity. You need to buy a birthday present for somebody; can you get the […]
If a customer thinks you aren’t listening to them properly, it will be difficult to build rapport. Let’s take a look at how you […]
Building rapport doesn’t come naturally to everyone, and some customers can be more difficult than others, but the techniques that in this micro module […]
People expect a lot of personalisation in their communications with companies. In this module, we’ll explore how and why you need to know your […]
In order to become successful and confident in business negotiations we first need to develop influencing skills, which in turn are informed by our […]
‘Emotional intelligence’ is your ability to recognise and manage your own emotions, as well as recognise and respond appropriately to the other person’s emotions. […]
The steps in this micro module will set a good foundation for what is to come. After this, have a look at Listening and […]
The purpose of this module is to review the traditional sales process from end to end, and look at ways you can improve the […]
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