Adapting Your Communication Style with Customers

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Adapting Your Communication Style with Customers

In today’s fast-paced contact centre environment, one size doesn’t fit all. Customers come with different personalities, expectations, and emotions—and your ability to adapt your communication style can make or break the experience.

This is an interactive, high-energy session designed to help you recognise communication preferences, flex your approach, and build trust quickly. Through real-world scenarios and practical techniques, you’ll learn how to turn challenging conversations into positive outcomes and create memorable customer experiences.

By the end of this session, you’ll:

  1. Identify the four primary communication styles and their impact on customer interactions.
  2. Recognise cues that reveal a customer’s preferred style—tone, pace, and language.
  3. Adapt your communication approach to build rapport and reduce friction.
  4. Apply techniques for handling difficult conversations with empathy and confidence.
  5. Enhance customer satisfaction and loyalty through personalised communication strategies

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Learning outcomes

  • Understand the difference between coaching, mentoring, training and performance management.
  • Appreciate the difference between performance coaching and call coaching.
  • Recognise the benefits and impact that coaching has on performance and engagement.
  • Develop knowledge of the GROW coaching model and skills required to coach effectively.
  • Demonstrate delivery of a coaching session through practice / demo.
  • Apply and practice coaching techniques.

Benefits to your business

  • Effective coaching and training can improve performance by 84%
  • Reduces employee turnover by allowing your teams to feel valued and supported
  • Your team will achieve smarter outcomes, improve on their skills and build on their strengths
  • Boosts team morale and engagement
  • Well-coached teams and individuals are better equipped to handle customer queries, leading to an enhanced customer experience
  • Drive effective results across your contact centre operation with effective coaching

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About the Trainer

Mike Axford

Mike started his career in the contact centre industry over 25 years ago and is now an enthusiastic and passionate trainer with a wealth of experience.

Mike has been an associate of the CCMA Academy for ten years and has extensive experience delivering training programmes to customer service and sales frontline advisors and team leaders.

He’s an engaging trainer with a natural ability to bring products and services to life, delivering creative solutions to meet and exceed the clients’ needs. He is a confident and dynamic presenter with a genuine passion for Learning & Development. Mike has trained high profile clients and has also developed, designed and delivered training globally to diverse cultures including South Africa, India and the USA.

Mike is a qualified trainer and holds the CITP (Certificate in Training Practice), CIPD.

Where and when?

Date: Thu 29 Jan 2026

Time: 13:00 - 16:00

Location: Online

Format

Taking place on Zoom.

Who is it for?

For frontline colleagues.

Why should you go?

Because great conversations aren’t just about words—they’re about connection.

How much is it?

£300 + VAT for members

£375 + VAT for non-members

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