Bitesize Training Tips

Discover practical tips and techniques to help you communicate with confidence, build stronger customer relationships and take control of even the most challenging conversations.

These bitesize videos are packed with simple, actionable ideas you can put into practice straight away to make a real difference to your customer interactions.

Great customer experiences often come down to the moments that can be easy to overlook – the words you choose, the questions you ask and the way you respond when a conversation becomes challenging.

These bitesize videos share simple, proven techniques to help you handle those moments more effectively, from building rapport and influencing conversations to delivering difficult messages and keeping things moving. Little changes that can make a big difference to the way your customers feel about you and your brand.

1. Attitudes are contagious

Whilst knowledge and skill are important it’s our attitude that forms the foundation of our sales and service success.

2. The Power of Positivity

You are the difference that makes the difference!

3. It’s all in the KISS!

KISS your customer today 😘 – that is… Keep It Simple and Straightforward

4. Be a real GEM and Go the Extra Mile!

84% of your customers experience is emotional so spend some time appealing to those emotions…

5. Active Listening

Listening is not waiting for your turn to speak!

6. Delivering bad news… positively!

Delivering bad news to a customer whilst maintaining rapport at the same time

7. Great customer service starts with YOU!

That’s right… nothing changes until you change

8. The Power of the WIIFY!

Let your customer know the benefit to them of doing as you ask

9. Reframe Technique

How to tell a customer they’re wrong and you’re right whilst maintaining rapport

10. Create conversation, not interrogation!

Use the TED Principle to get the information you need in a conversational style

11. The Dirty Dozen!

Develop a positive language of influence and stand out from others in your field

12. It ain’t what you say, its the way that you say it

The way you communicate is as vital and important as what you communicate – that’s what gets results!

13. The FPQ Technique

Handle difficult customer conversations with confidence, empathy and control

14. The ABC Technique

Assert your boundaries and move difficult customer conversations forward

15. 10 Steps to Building Rapport

Build trust and strengthen customer relationships through effective rapport

16. Keep Control with One Simple Sound

Discover the simplest way to build rapport and take control of conversations

17. Try Something New

Step outside your comfort zone and take greater control of customer conversations

18. Keep in Touch with the Three Line Email

Keep the conversation moving with effective follow-up and persistence

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