Communicating with your customers - It’s not what you say, but the way you say it! - Image 1
EVENT DATE: 2nd June 2025 | 11:00 - 12:00

Communicating with your customers – It’s not what you say, but the way you say it!

We’ll explore how the way we say something can completely change how it’s received. Whether you’re handling challenging conversations or building rapport, your tone is one of your most powerful tools in customer communication. We’ll also take a closer look at the vital human element of communication, including why AI and scripted responses can’t replace the emotional intelligence and nuance that only a person can bring.

£29.00 Plus Vat

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An important course for your staff. A session that is relevant for almost anyone in business – especially those customer facing. 

You will be aware that the FCA have recently issued their findings on Consumer Duty and Vulnerability and one of the common themes coming through is that many firms cant evidence that their staff have received the appropriate soft skills training.

In this 1-hour session, we’ll explore how the way we say something can completely change how it’s received. Whether you’re handling challenging conversations or building rapport, your tone is one of your most powerful tools in customer communication.

This session will help you understand the key elements that shape your tone of voice, including pace, pitch, energy, and intent.

You’ll learn how to recognise your own tone and explore how subtle adjustments can influence the customer’s perception of your message – either reinforcing clarity and empathy or creating confusion and distance.

We’ll also take a closer look at the vital human element of communication, including why AI and scripted responses can’t replace the emotional intelligence and nuance that only a person can bring.

Your words may carry the message – but your tone of voice delivers its meaning.

We will cover:

  • Factors that form our tone of voice
  • Recognising your tone of voice
  • Adapting your tone of voice
  • The human element
  • To appreciate why AI cannot replace the nuances of human communication

Book your staff on today – a small investment that could have a big positive impact on your business! (and your staff will enjoy it).

To book: book online or email Deborah@createsolutions.co.uk or phone 0161 870 6637. Zoom details will be sent in advance of the session.

Please note, this series of mini workshops will be delivered throughout 2025.

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