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Description

Speaking with Customers: Being Understood, Listening and Reassuring

Finding the right words with customers, being understood effortlessly and keeping the relationship intact

  • 1 day — 7 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

At the front desk or on the telephone, everything hinges on a few sentences. Technical vocabulary does not land, the answer comes too quickly or runs too long, the customer asks again, becomes irritated, and the exchange drags on. Many professionals know their file perfectly well yet struggle to explain it simply.

One day to build confidence when speaking with customers and service users: speaking clearly, listening for the real request, restating it before answering, and communicating a refusal or a delay without damaging the relationship. The session is built around simulations drawn from real front-line situations, with immediate feedback from the group.

Learning objectives

  • Explain matters in plain words without professional jargon
  • Listen to the request and restate it before answering
  • Structure a spoken answer in three useful sentences
  • Communicate a refusal or a delay while preserving the relationship

What makes this programme different

Front-desk and telephone simulations, filmed or observed
Feedback grid used by the participants themselves
Bank of ready-to-use phrases to apply on return to the workplace

Programme

1Being understood

Simple, audible speech

  • Articulation and pace with a customer in a hurry
  • Everyday words instead of internal terminology
  • An answer built in three sentences
  • Checking that the customer has understood

2Listening and restating

Understanding the request before answering

  • Open questions and clarifying questions
  • Restating the request in your own words
  • Acknowledging the emotion being expressed
  • Stating clearly what will be done next

3Holding the relationship in difficult cases

Saying no without breaking the bond

  • Announcing a refusal or a non-negotiable deadline
  • Wording that calms and phrasing to avoid
  • Handling irritation and persistence
  • Closing the exchange and taking leave

Who is it for

Front-desk officers, customer advisers, contact-centre agents and anyone in direct contact with customers or service users.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.