GREAT resilience – How to be buoyant in customer service

A half-day session (face-to-face) or 90 minutes (virtual)

If your people speak with lots of customers every day, the chances are there are times when they face a few ‘No’s’, or perhaps some complaints or challenges.

Over time, their resilience can be eroded, diminishing positivity, performance and the service they provide.

Buoyancy is being able to stay afloat, enabling your people to give GREAT service, regardless of the outcome of the previous customer interaction.


Participants will be able to:

  • Identify how their mindset affects their own buoyancy
  • Describe how to increase their own buoyancy and be ready to deliver GREAT service to every customer, every time
  • Demonstrate increased levels of buoyancy using examples specific to their role

Who should attend?

Anyone in a customer-facing role.


A highly interactive and practical session, using real scenarios that participants bring with them.

Delivered either as a face-to-face half-day session or as a 90-minute virtual session, as you prefer.

Workshop outline

1 Introduction

  • What is buoyancy?
  • Change your mindset

2 Explore and apply three strategies

  • A formula for increasing levels of buoyancy
  • Change your words, change your world
  • Preparing for curveballs

3 Conclusion

  • Review and reflect
  • Action plan
  • End on a high

To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!