New to Customer Conversations

Learning Level: Frontline

Format: Full Day

Delivery: In Person

When people are new to customer conversations, early habits matter. This course helps them build confidence, communicate effectively and create positive customer experiences, helping them become capable and consistent in their role more quickly.

The first few customer conversations often determine how quickly someone develops confidence and competence in their role. Without the right foundations, new starters can struggle to build rapport, structure conversations effectively or respond confidently to customer needs.

This practical course equips your people with the essential communication skills needed to succeed in a contact centre environment. They’ll learn how to create positive first impressions, listen actively, ask effective questions and guide conversations towards successful outcomes. The focus is on helping learners develop the confidence to engage customers professionally while maintaining a positive customer experience.

Through interactive activities, discussion and realistic contact centre scenarios, learners explore how great customer conversations are created and how individual behaviours influence outcomes. They’ll gain practical tools and techniques that can be applied immediately in their day-to-day role.

More importantly, the course provides a blueprint for success that supports consistent performance from the very beginning. By helping new colleagues understand how to engage customers effectively, you’ll accelerate capability, build confidence and establish strong foundations for future development.

Course content

Creating first impressions Understand how opening conversations influence customer confidence, trust and engagement levels.

Conversation structure Follow a simple framework that creates clarity, consistency and professionalism.

Active listening skills Develop listening techniques that improve understanding and customer satisfaction outcomes.

Questioning effectively Use purposeful questions to uncover needs and gather accurate information.

Building customer rapport Create positive connections that help customers feel supported and understood.

Positive communication techniques Choose language that promotes clarity, confidence and customer reassurance.

Managing expectations Set clear expectations that support trust and reduce customer uncertainty.

Handling challenging situations Respond professionally when conversations become difficult, emotional or complex.

Maintaining conversation control Keep discussions focused while ensuring customers feel heard and valued.

Embedding good habits Build confidence through practical techniques that support long term success.

Learning outcomes

Create positive first impressions that build customer trust and confidence from every interaction.

Structure customer conversations clearly to achieve professional and effective customer outcomes consistently.

Demonstrate active listening behaviours that improve understanding and strengthen customer relationships naturally.

Use effective questioning techniques to identify customer needs and gather relevant information.

Manage challenging customer situations professionally while maintaining composure and customer focus throughout.

Adapt communication style appropriately to support different customer needs and circumstances.

Apply proven conversation techniques confidently to deliver positive and consistent experiences.

Enquire here

Who should attend?

People that are new to customer-facing conversations a contact centre.

What will you learn?

Build confidence, skills and consistency for effective customer conversations.

How much is it?

£2400 plus VAT for up to 12 colleagues, Members receive 20% discount

Format Info

One day onsite.

Group discount

Additional discounts available for group bookings

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326