Persuasion and Influence Skills in Customer Service
In service environments, technical knowledge and problem-solving are essential—but they’re not enough. To truly spreadsheets, customer service professionals must master the art of persuasion and influence.
- 5training days
- 5modules
- 10sessions
- 29topics
About the programme
Course Overview
In service environments, technical knowledge and problem-solving are essential—but they’re not enough. To truly spreadsheets, customer service professionals must master the art of persuasion and influence.
Persuasion in customer service isn’t about pressure or sales—it’s about presenting the right solution in a way that resonates with the customer’s needs, values, and emotions.
Influence is the ability to leave a lasting positive impression, build trust, and guide the customer toward confident decisions through empathy, clarity, and strategic communication.
This workshop is designed to equip participants with practical tools and techniques to build persuasive conversations, handle objections, and deliver impactful service experiences.
Over five immersive days, attendees will explore the psychology of influence, storytelling, emotional intelligence, and real-world strategies that turn every customer interaction into an opportunity to build loyalty and drive results.
Expected Learning Outcomes
Understand the role of persuasion and influence in customer service
Develop skills for building persuasive conversations
Handle objections and difficult situations professionally
Influence customer decisions with empathy and clarity
Enhance customer experience and loyalty through impactful dialogue
Who Should Attend
- Customer service and contact center staff
- Support team leaders and supervisors
- Customer experience and service managers
- Marketing and sales professionals
- HR and training managers
- CEOs and operations executives
Course Modules
Open any module to see its sessions and topics.
01Introduction to Persuasion and Influence
Session 1The Concept of Persuasion in Service
- Persuasion vs. promotion
- Elements of persuasive communication
- Role of persuasion in customer experience
Session 2Positive Influence Through Dialogue
- Creating strong first impressions
- Using emotional intelligence
- Non-verbal influence techniques
02Tools and Techniques of Persuasion
Session 1Modern Persuasion Strategies
- Guided questioning
- Repetition and reinforcement
- Building logical arguments
Session 2Storytelling and Experience Sharing
- Narrative techniques in dialogue
- Linking solutions to success stories
- Real-life examples for impact
03Handling Objections Effectively
Session 1Understanding Customer Resistance
- Types of objections
- Analyzing customer motivations
- Responding calmly and constructively
Session 2Turning Objections into Opportunities
- Reframing the conversation
- Offering alternative solutions
- Maintaining customer satisfaction
04Influencing Customer Decisions
Session 1Building Trust Through Dialogue
- Honesty and transparency
- Enhancing credibility
- Clear and direct communication
Session 2Guiding Without Pressure
- Smart decision guidance
- Respecting customer autonomy
- Timing and emotional cues
05Practical Application and Personal Development
Session 1Interactive Exercises and Simulations
- Role-playing persuasive scenarios
- Case study analysis
- Feedback and improvement
Session 2Personal Growth Planning
- Persuasion skill assessment
- Identifying strengths and growth areas
Complete your registration
We will contact you within one business day to confirm.