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All CPD Courses

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All courses: 1 month access

Building Trust With Your Customer

Managing Difficult Conversations

The Art of Debt Negotiation

Mindset & Wellbeing at Work

Customer Connection: How To Nail It
Customer Connection How To Nail It

Learn how to build stronger customer relationships fast.

  •  Connect with your customer - How to build trust and likeability
  • Verbal nods and paraphrasing - the bread and butter of customer communication
  •  Your Communication Style - Which approach suits you?
  • Dumping Potatoes - How complaining becomes part of team culture
How To Influence Customer Behaviour
Customer Connection How To Nail It

Our choice of words has a massive impact in how we influence our customer’s mood. 

  •  Acknowledging customer effort – Know how to say thank you
  • Negative language – put it in the bin
  • Options – Give customers a sense of choice 
  • Dumping Potatoes - How complaining becomes part of team culture
Adjust Your Convo For Vulnerable People
Customer Connection How To Nail It

Get the hang of talking with every customer, no matter their background.

  •  Low Literacy in Australia – How it can impact our customer
  • Low Literacy Levels - How to adjust your conversation
  • Language thermometer – Finding the balance with customers
  • Social norms – how to normalise things for a customer 
Complaint Handling Techniques
Customer Connection How To Nail It

Turn handling customer complaints from a tough task into a manageable one with the right techniques.

  •  Strategic empathy - the centrepiece for managing mindset and emotion
  • Sympathy rabbit hole – Why you’re drowning in customer problems 
  • Intent statements – Why they build trust Building
  • Empathy Statement – The formula for acknowledging customer emotion
Staying Calm With Prickly Customer
Customer Connection How To Nail It
Do you struggle to keep your cool with difficult customers?
  • Ego, judgement, and frustration – Mindsets that get in the way 
  • A customer's emotional backpack – the baggage a customer brings to the conversations 
  • Internal Curiosity - How to sidestep your ego, judgement, and frustration 
  • The cobra - How to deal with an angry customer
How To Deliver Bad News Without Blame
Customer Connection How To Nail It

Sometimes, delivering bad news is just part of the job, and it’s easy to fall into blame-y language

  • Pre-judging the customer – The psychology behind why we do it
  • Stranger danger – Customers are ready for battle 
  • Blaming others – Why it’s a problem 
  • Neutral language – You, me, and blame 
Mistakes In Dealing With Complaints
Customer Connection How To Nail It

Sometimes, we’re unintentionally making things worse with our responses

  • Our go-to’s – That get us in trouble
  • The Yes Ladder – A strategy for building trust
  • Saying sorry – To apologise or not to apologise?
  • Passive aggressive – Why it’s the worst approach
Turn Around Complaints That Escalate
Customer Connection How To Nail It

Learn how to build stronger customer relationships fast.

  • 7 spices of complaint handling – Steps to handle customer complaints
  • Handling the emotional customer – Which spices are best to use? 
  • Handling the customer who blames – Which spices are best to use? 
  • The Reset Technique – Managing the conversation that escalates
Asking For The Money
Customer Connection How To Nail It

Asking for money isn’t something that comes naturally to people—it’s awkward and often tricky. 

  •  Collections and negotiations – Kick-starting the process
  • Confident collections – Opening call killers that are a giveaway 
  •  Asking for the money – Use the power of the pause 
  • Dumb and dumber of collections – Questions that don’t work 
Debt Collection: How To Negotiate
Customer Connection How To Nail It

Negotiating money can be a tough nut to crack, but with the right tactics, you can turn it to your advantage.

  •  Collections & Negotiations - Don't show your hand
  • Collections - Why we need the diagnostic process
  • Uncovering the issue - Why framing is important
  • The art of questioning techniques
  • Negotiations - Understanding the payment hierarchy
Get Your Mindset Back On Track
Customer Connection How To Nail It

Okay, you’ve been doing your best but things have just gotten too much.

  •  The Catastrophe Scale – How would I rate my problem? 
  • Resilience & What It Means – A practical exercise for bouncing back 
  •  Diversity and Inclusion – Think about it from the other person’s perspective 
  • The Window of Tolerance – Know when you are outside your green zone
How To Speak Up At Work
Customer Connection How To Nail It

Just like physical safety, every workplace has a duty to be psychologically safe.

  •  How to support staff in the workplace
  • Strategies for challenging conversations with my colleague
  • Strategies for challenging conversations with my boss
  • Strategies for challenging conversations with internal stakeholders
How To Keep Your Cool
Customer Connection How To Nail It

Feeling overwhelmed and stressed out? It’s totally normal to hit those rough patches.

  •  Self-care strategies and cortisol – Getting your body back into balance 
  • Ruminating – How this can impact you
  • The Stress Bucket – How to stop it from overflowing 
  • Common thinking distortions – Strategies to de-stress
Workplace Wellbeing
Customer Connection How To Nail It

You don’t need a course to tell you that getting a good night’s sleep, eating well, and going for a walk are good for you.

  • Workplace wellbeing – Influences and impacts 
  • Circle of control – Where to focus your energy 
  • Flipping your lid – How to stay in control 
  • Creating good habits – Supporting work-life balance and wellbeing
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