Learners practise setting mini performance goals, offering service plans using supportive language, redirecting technical questions confidently, handling hesitation or pushback, managing system downtime calmly, and de-escalating frustrated or abusive callers. Coaching feedback focuses on tone, emotional awareness, structure, confidence, and maintaining professionalism under pressure.
A set of AI coaching simulations aligned to the modules, where learners respond to realistic AI customer scenarios and receive structured feedback using the Recall, Reflect, Apply framework after each interaction.
| CPD Type | Eligibility | Credits |
|---|---|---|
| Professional Register |  |
4 |
| TechSafe | N/A | N/A |
Service booking advisors who want to practise live call handling in realistic scenarios, including hesitant customers, pricing discussions, cancellations, upsell conversations, and emotionally charged calls.
The simulations provide a safe space to practise high-pressure moments before they happen live, helping advisors strengthen resilience, improve conversion confidence, and protect their headspace while maintaining strong customer relationships.
This course content has been provided by an IMI partner, Bridge LT
We are running a series of topical webinars to help address the current climate.
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