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)