Duration: 1 day
In today's fast-paced, people-driven world, every customer interaction is a chance to stand out, build trust, and make a lasting impression. This energising 1-day course empowers participants to own the moment — to show up with confidence, empathy, and clarity no matter the situation.
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Thu 07 Aug1 day, 09:00 AM GYT - 04:30 PM GYT Live !Online
- $375.00 excl.
Description
Through practical tools, self-awareness techniques, and communication strategies, participants will discover how to turn even routine or challenging customer moments into meaningful impact — for the customer, the brand, and themselves.
Course Outcomes
By the end of this course, participants will:
- Feel more confident in managing any type of customer interaction
- Understand the psychology behind customer behaviours
- Know how to stay calm, present, and helpful under pressure
- Have a toolbox of techniques to handle complaints professionally
- Feel empowered to represent their brand with care and confidence
Target audience
This course is designed for anyone in a customer-facing role who wants to elevate their interactions, build confidence under pressure, and consistently deliver service that feels human, helpful, and high-impact.
Detailed Syllabus
What We’ll Cover
Foundations of Service Impact
- Why great service matters (and what’s changed)
- The moments that shape a customer’s experience
- Your personal impact — awareness, energy, presence
Measuring What Matters
- What excellent service looks and feels like
- Setting standards and tracking consistency
Communicate with Confidence and Care
- The importance of clarity, tone, and empathy
- Adapting to different channels:
- Face-to-Face
- Email & Chat
- Telephone & Video Calls
Handling Pressure and Turning Challenges Around
- Responding (not reacting) under pressure
- Tools for handling complaints and difficult situations
- When to take ownership — and when to escalate
- The “bounce-back” mindset after a tough customer
Tools, Tips & Micro-Skills
- Real-world scenarios and how to handle them
- Practical communication tips for daily use
- Building habits that boost personal and team impact
Prerequisites
A willingness to learn, reflect, and grow in how you communicate and connect with others — and a desire to deliver meaningful service.
