Program Overview

Program Overview

The Customer Service Excellence program is designed for staff with a customer service focus who wish to develop their skills in managing challenging situations.

Program Details

Course Description

This course aims to equip participants with the skills to manage difficult moments in their work. The program focuses on developing a skillset around managing challenging situations in a customer service context.

Course Duration

The course duration is 3.5 hours.

Topics Covered

• Communicating professionally under pressure
  • Structuring difficult conversations
  • Complaint handling
• Developing confident, empathetic communications
• Dealing with emotionally charged situations
• Building resilience, emotional regulation, and managing stress

Post-Session Resources

Following the session, participants will be provided with resources to further engage in the topic, including suggested reading, videos, and other online content and materials to continue their development.

Program Structure

The program is structured to provide participants with a comprehensive understanding of customer service excellence, with a focus on managing difficult moments. The course covers a range of topics, from communicating professionally under pressure to building resilience and managing stress.