Resilient Customer Service Course

KSL’s Resilient Customer Service Course enables front line team members to hold challenging customer conversations in a professional, assertive manner whilst maintaining their personal resilience throughout the day.

Course Objectives

By the end of this course, you will have:

• Adopted a consistent, professional style when speaking with customers on the telephone or face to face
• Listened effectively, asked questions and summarised to respond fully to a customer request
• Recognised your preferred approach when faced with conflict and adopt alternative strategies to resolve it
• Demonstrated how to handle challenging situations in a positive, assertive and empathetic manner
• Developed your own toolkit for managing stress and maintaining resilience

Course Agenda

• Communication
• Listening skills
• Questioning technique
• Current strategies for handling conflict
• Conflict styles
• Dealing with difficult behaviours assertively
• Using positive language
• Managing stress and developing resilience
• Review of learning and course feedback

Duration for “Bite Size” Session: 2 x 3 hours

Participant Group Size: 2 – 10

Virtual Meeting Platform: Zoom (other options available)

See Pricing (PDF)