Customer support

Support calls customers leave calmer than they arrived.

Scripts cover the easy calls. The hard ones are an angry customer, a refund you can't give, and a supervisor who isn't free. We practise those, live, with someone pushing back.

Book a 30-minute callDownload the 1-page overview (PDF)
  • 4 × 90 minLive sessions over 8 weeks
  • Up to 20People in one closed group
  • Before + afterEvery person scored on six skills
  • 1 reportFor the manager, showing the movement

The cost

Where calls go wrong

  • 01An agent who apologises five times and still sounds scripted
  • 02Bad news delivered so softly the customer doesn't hear it
  • 03A customer who interrupts and the agent loses the thread
  • 04Escalations that happen because nobody said “here is what I can do”
  • 05Long silences while the agent looks for the answer
  • 06Calls that end with the problem solved and the customer still angry

Someone joins. They know the work. Then a client pushes back on a call and they freeze. It is not a knowledge gap. They have just never practised that moment.

Scenarios

What we rehearse.

Example scenarios. We build the real ones from your team’s calls.

  • THE REFUND YOU CAN'T GIVE

    Say no clearly and keep the customer

  • THE SECOND CALL TODAY

    They've already explained it once. They're furious.

  • I WANT YOUR MANAGER

    Stay in the call, own the next step

  • THE OUTAGE UPDATE

    You don't know when it'll be fixed. Say so, calmly.

  • THE INTERRUPTER

    Get a word in without talking over them

  • CLOSE THE LOOP

    End the call with a clear summary in 20 seconds

The programme

What the programme is.

  • Four sessions, 90 minutes each, every fortnight for 8 weeks
  • A closed group of 16 to 20, so everyone actually speaks
  • We film and score each person in week one
  • We film and score them again at the end
  • One report for the manager, showing the movement
  • Built around your team's real calls, not a generic course

The scorecard

You get a score, not a feeling.

Everyone is scored on the same six things, at the start and again at the end. Each person is compared to their own first score, not to each other.

  • 01 STRUCTURE

    Leads with the answer, then supports it

  • 02 CLARITY

    Plain words, short sentences, no unexplained jargon

  • 03 PACE AND PAUSES

    Varies pace deliberately, uses silence before the point

  • 04 LISTENING

    Confirms understanding first, then answers precisely

  • 05 PRESENCE

    Steady and warm, does not hedge, sounds like they mean it

  • 06 HANDLING PUSHBACK

    Acknowledges, reframes, holds position without going brittle

The report

What you get at the end.

One report. Press the button to see the shape of it.

Baseline, week 0

  • Structure2.3
  • Clarity2.8
  • Pace and pauses2.6
  • Listening3.1
  • Presence2.4
  • Handling pushback2.0

Attendance 89%. Voluntary repeat attendance 94%.

Illustrative figures, not results from a past client. Aggregates only. No individual is named or ranked, and individual feedback goes to the individual.

Pricing

Start with a pilot.

Limited to the first three companies

Founding pilot

₹12,000 + GST

  • Two live sessions with your team
  • A filmed baseline score and an end score for every person
  • One manager report showing the movement

In exchange we ask for honest feedback and permission to use anonymised results.

Ask about the pilot

The full programme

8 weeks

₹1,20,000 + GST

For a group of up to 20, in India. UAE and GCC: AED 15,000.

  • Four sessions, 90 minutes each, every fortnight for 8 weeks
  • A closed group of 16 to 20, so everyone actually speaks
  • We film and score each person in week one
  • We film and score them again at the end
  • One report for the manager, showing the movement
Book a 30-minute call

Industries

Other teams we work with.

Talk to us

30 minutes. We ask how your team handles this now. No deck.

Book a 30-minute call

Or write to hello@speakinglab.online

Or leave your details.

A line about the team is enough. We will reply with a time.