Abusive customers
Advanced customer service
Advanced difficult
customers
Answering the telephone
Attitude
Award winning emails
Award winning outbound
calling
Award winning social
media interactions
Award winning telephone
techniques Part 1
Award winning telephone
techniques Part 2
Being a new leader
Being assertive
Being part of a team
Being productive
Being world class in your
Field
Closing the sale
Coaching for change Part 1
Coaching for change Part 2
Communication skills
Complaint handling
Coping with redundancy
Creating a positive training
environment
Creativity and innovation
Critical thinking
Cultural awareness
Customer retention
Customer service
excellence
Dealing with change
Delegation

Developing training session
plans
Difficult conversations
Difficult customer types
Discretionary effort
Diversity, Equity and
Inclusion (D.E.I.)
Door to door Sales
Effective research
interviews
Effective training sessions
Emotional clients &
colleagues
Emotional intelligence
Employee engagement
Fix the customer first
Giving & receiving
feedback
Giving instructions
Handling conflict
Handling difficult
customers
Health and safety basics
Health and wellness
High performing teams
Influencing skills
Introduction to coaching
Introduction to contact
centres
Introduction to selling
Interviewing Skills
Keeping your customers
informed
Know your business
Leading remote teams
Learning & delivery styles
Listening skills

Live chat etiquette
Managing customer needs
Managing difficult trainees
Managing social media
Managing stress
Managing your boss
Mindfulness
Negotiation skills
Outbound calling
Pandemic awareness
Personal grooming
Planning & holding
meetings
Positive first impressions
Presentation skills
Problem solving
Questioning skills
Remote training sessions
Resilience
Retail sales
Service requests
Sexual harassment at work
Showing empathy
Taking Initiative
Telephone call control
Thinking on your feet
Time management
Training and learning
outcomes
Treaty of Waitangi
Working with other
departments
Working from home
Workplace bullying
Your personal brand

4 team stages
A positive response to
customers
Abusive customers
Accepting Praise
Acknowledge customer
contact
Active listening
Adding value
Agile Scrums
Agile Sprints
Amygdala hijack
Apologising for delays
Appreciation in the
workplace
Asking for the business
Assertive behaviour
Avoiding escalations
Baby boomers
Bad news, Good news
Being a great meeting
participant
Being assertive
Being likeable through
empathy
Being polite
Being present
Being Resilient
Better decision making
Boosting confidence
Building rapport
Business cases & ROI
Call evaluations
Calming anxiety in the
moment
Calming upset customers
(sorry, Glad, Sure)

Changing people’s
behaviour
Choose your attitude
Coaching the individual
Cognitive Load
Collaboration
Collecting debt
Coping under fire on the
front line
Critical thinking
Courageous conversations
Customer effort
Customer service recovery
Daily team huddle
Dealing with a silent
colleague or customer
Dealing with aggressive
staff members
Dealing with anxiety and
stress
Dealing with bad attitudes
Dealing with change
Dealing with criticism
Dealing with know-it-all
customers
Dealing with non-stop
talking customers
Dealing with rude people
Decision making
Defusing anger (CALM)
Defusing angry customers
Delegation
Do it right the first time
Dove personality type
Eagle personality type
Effective training
programmes

Effective training rooms
Email tips
Emailing different age
groups
Emotional intelligence
Employee engagement
Engaging remote staff
ESOL – English as a 2nd
language
Features & benefits
Fish! Philosophy
Fist to Five consensus
technique
Forming teams
Formula for change
Four ‘P’s of the voice
Funnel questions
Generation X
Generation Y
Generation Z
Giving activity instructions
Giving feedback (DESCCO)
Giving positive feedback
(SBI)
Goal setting (SMART)
Great customer service tips
Great meetings
GROW model for coaching
Handling difficult
customers (LAST)
Handling objections (feel,
felt, found)
Health tips working from
home
H.A.R.D. Goals
Having fun