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  • GREAT resilience – How to be buoyant in customer service

GREAT resilience – How to be buoyant in customer service

In a customer facing role, resilience is key to success. When speaking with lots of customers every day, the chances are there will be a few ‘No’s’, or maybe complaints and challenges. Over time, resilience is eroded, diminishing positivity, performance and the service your people provide. Buoyancy is being able to stay afloat, enabling your people to give GREAT service, regardless of the outcome of the previous customer interaction.

How will it help?

Who should attend?

Anyone in a customer-facing role who has attended the GREAT customer service workshop.

What happens in it?

A highly interactive and practical session, using real scenarios relevant to your people in their role. Your people will learn three key strategies that will help them to be more resilient and buoyant and have the opportunity to practise the strategies in the context of their everyday customer interactions.

How’s it delivered?

Option 1 – Face-to-face. A half-day session for a group of up to 12.

Option 2 – Virtual. A 90-minute session for a group of up to 12. 

Session outline

This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.

1. Welcome to GREAT resilience (45 mins)

2. Three strategies (90 mins)

BREAK (15 mins)

3. Practise (F2F only – 45 minutes)

4. Action plan and close (15 mins)

Multiple delivery formats and options
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Face-to-face delivery

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Virtual delivery

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Tailored solutions

Training Areas...

Leadership & management development

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Management & personal effectiveness

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Customer Service Training

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Boardroom effectiveness

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Maximum Coaching

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Specialist Subjects

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