XC8: Influencing to Serve Better

Customer Experience and Customer Service Training

XC8: Influencing to Serve Better

Training given in interactive virtual class or in-class in which participants will spend 50% of their time in practical exercises in order to practice and apply techniques to influence towards their point of view to serve clients better.



  • By the end of the training, participants will be able to:
    • Establish the relationship and spark the interest
    • Communicate with confidence
    • Reassure, convince and influence
    • Use the 5 skills to influence


  • Representatives
  • Sellers
  • Consultants
  • Agents in customer contact center (telemarketing)


  • Initial exercise: My type of influence
  • Establishing the relationship to create a trusting environment
  • Communicating positively to reassure, convince and influence towards your point of view
  • The 5 skills to influence:
    • Affirming
    • Rationalizing
    • Negotiating
    • Reconciling
    • Inspiring
  • Case study exercises
  • Integration exercises to practice the techniques for each skill


  • Duration: 8 hours
  • Mode: Interactive virtual class or In-class
  • Group: 8 – 12 participants