Customer Service Excellence and Resilience

Customer Service Excellence and Resilience

Your return on Investment for this course:                         

  • Improved customer satisfaction levels
  • Improved team performance
  • More resilient workforce
  • Reduced staff turnover and absenteeism
  • Increased Employee Engagement


Customer service is one of the key differentiators of your business. It’s the front line and often the only way clients interact. To develop and protect your brand it is essential that the customer service experience is excellent…. every time.

Hiring and training good customer service personnel is time consuming and expensive, but unfortunately this area has some of the highest turnover and absenteeism rates. Handling complaints and dealing with angry or irate customers can take it’s toll, especially if the employees are taking these issues personally.

This course is designed to teach both customer service excellence AND psychological resilience, protecting your team from stress and burn out, and protecting your business from unnecessary costs.

Course Agenda:

  • Why People think the Way They Do
  • Basic Communication Skills
  • Building Rapport
  • Questioning and Listening
  • Dealing with Anger
  • Being Resilient


When consistently applied, the strategies learned in this course will increase confidence, motivation, and results.

For more information contact Matthew on 056 177 9352 or