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Winning Customers Communications Building Trust and Rapport with Customers and Clients

Key Information

Workshop structure and duration

These are available workshop program structures: 

  • Virtual training and coaching program: 4 virtual facilitated sessions of 4 hours with a separate virtual coaching session 
  • In-person training and coaching program: 2 day session of 8 hours with a separate virtual coaching session 

Other workshop programs and structures are possible and can be customised to fit your company needs and requirements. 

Training locations

  • The virtual workshop can be conducted for any timezone and can also accommodate participants from different but matching timezones. 
  • The in-person workshop can be conducted in Singapore or Zurich. Please contact us if you have other locations in mind. 


Workshop/Training Importance

Customers and clients today are highly sophisticated, savvy and discerning. They demand more than value yet value the intangible aspects of service – first impressions, rapport-building, trust, and more importantly, understanding of their unique needs and issues. Professionals interacting with customers, need to have a professional corporate image, an intelligent service mindset, advanced communication skills and the ability to build customer trust at every service interaction.

This workshop facilitates the development and building of these critical skills and mindsets in participants. Participants will also learn to assess customer’s issues, empathise with their concerns and establish trust to build customer relationships. They also learn to communicate and manage difficult customer situations with empathy, professionalism and positive language.


Target Profile

  • Sales Professionals and Executives who want to improve their ability to connect and build stronger customer relationships 
  • Service staff who want to improve their ability to provide better customer care 


Course Summary

  • Creating a positive first impression to establish trust
  • Greeting and addressing the customer professionally
  • Introducing yourself with confidence and clarity
  • Speaking professionally to project a positive image
  • Face-to-face and telephone communications
  • Building rapport with customers
  • Persuading and selling skills
  • Handling difficult customer situations


Course Delivery Formats

Format 1: Virtual Live Training with Coaching (4 sessions of 4 hours) 

  • Pre-course learning
  • Instructor-Led Webinars
  • Virtual Peer Group Learning and Networking
  • Individual and Group Coaching
  • Change Impact to Work Project
  • Learning Resources

Format 2: Blended In-Person Workshop (2-day) 

  • Pre-course learning
  • Face-to-Face Workshop
  • Group Learning and Networking
  • Individual and Group Coaching
  • Change Impact to Work Project
  • Learning Resources