1st lesson free
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Serannya
- Rate £26
- Response 1h
£26/hr
Contact
1st lesson free
- Communication
Build stronger customer conversations through call control, de-escalation, empathy, and professional service communication coaching
- Communication
Lesson location
Recommended
Serannya is a respected member of our tutor community. She is highly recommended for her commitment and the quality of her lessons. An excellent choice to progress with confidence.
About Serannya
I bring more than six years of experience working in high-volume customer service and healthcare contact-center environments, where clear communication, active listening, empathy, accuracy, and professionalism were essential every day.
My experience includes helping customers understand complex information, resolving difficult service concerns, handling escalations, documenting interactions accurately, and communicating effectively with people who may be frustrated, confused, or overwhelmed. My work also expanded into quality-focused responsibilities, including reviewing customer interactions, participating in calibration sessions, identifying opportunities for improvement, and providing constructive feedback.
I understand that strong customer service is not about memorizing a script. It is about learning how to listen, communicate clearly, guide a conversation, solve problems, and remain professional even when an interaction becomes challenging.
I bring that real-world perspective to my lessons. My goal is to provide practical, encouraging instruction that helps students strengthen their communication skills and feel more prepared for real customer interactions.
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About the lesson
- Primary
- Secondary
- GCSE
- +8
levels :
Primary
Secondary
GCSE
AS Level
A Level
BTEC
Adult Education
Masters
Doctorate
MBA
Nursery
- English
All languages in which the lesson is available :
English
These lessons focus on practical communication skills used in customer service, call-center, member services, healthcare support, and other customer-facing roles. Whether you are preparing for your first customer service position or want to strengthen skills you already use on the job, lessons are tailored to the areas where you need the most support.
We can work on active listening, professional phone communication, call control, empathy, de-escalation, handling difficult customers, asking effective questions, explaining complicated information clearly, documenting interactions, managing escalations, and maintaining professionalism during challenging conversations.
Rather than relying on generic scripts, we will use realistic customer scenarios and role-play. You can practice responding to situations such as an upset customer, a caller who repeatedly interrupts, a customer who does not understand an explanation, or a conversation that needs to be redirected while still making the customer feel heard.
My approach is practical and supportive. I draw from more than six years of experience working in high-volume customer service and healthcare contact-center environments, including quality-focused responsibilities reviewing customer interactions and identifying opportunities for improvement.
These lessons are especially suited for people entering or working in customer service, call centers, healthcare member services, remote customer support, and other telephone-based service roles who want to communicate more confidently and professionally.
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Recommendations
Recommendations come from relatives, friends and acquaintances of the teacher
3
I worked with Serannya for about 4 years. She was a great advocate for our members and tried to resolve all of their issues over the phone. If she didn't have an answer, she would find it and get back to them. She was always very professional yet always friendly. She was a joy to work with!
Serannya and I met at a past employer. She is very dedicated and encouraging. She is always willing to help wherever help is needed. I would recommend Serannya because she motivates.
Serannya has been a superb professional for more than 20 years. Some of the tasks she’s handled for me include proofreading my writing, conducting difficult research, and problem-solving medical issues. She addressed every task in a timely manner, with great detail and professionalism. I would gladly send any future tasks her way. I highly recommend her services.
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Rates
Rate
- £26
Pack prices
- 5h: £122
- 10h: £233
free lessons
The first free lesson with Serannya will allow you to get to know each other and clearly specify your needs for your next lessons.
- 30mins
online
- £26/h
Details
The first 30-minute session is a complimentary consultation to discuss your goals, experience, and the areas where you would like support. “Standard coaching sessions are $35 per hour per hour and are conducted online via webcam. The complimentary consultation is intended for introductions and goal-setting; communication coaching, role-play, conflict-management practice, and other in-depth services are provided during paid sessions.
Packages may be used for ongoing professional communication coaching, phone communication practice, workplace communication, conflict management, difficult-conversation practice, speaking confidence, and customer-service communication skills. Sessions are tailored to your individual goals and conducted online.
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