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?
- Identify how their mindset impacts 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
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)
- What will you learn? Session overview and objectives
- Activity: What is buoyancy?
- What we mean by ‘buoyancy’
- Activity: How buoyant are you?
- Activity: How buoyancy feels and the impact it has on customer experience
2. Three strategies (90 mins)
- Control your response:
- Activity: How you typically respond to setbacks
- The Success Principles and controlling your response
- Activity: Control your response – impact on you, the customer, the situation
- Change your words, change your world:
- Reframing negative events
- Activity: Reframing times when a customer has said ‘no’
- Prepare for curveballs:
- Prospective hindsight
- Activity: Pre-empting a ‘no’
BREAK (15 mins)
3. Practise (F2F only – 45 minutes)
- Activity: Practise buoyancy – apply what you’ve learned to real situations that you face every day
4. Action plan and close (15 mins)
- Reflect and prepare actions
- Activity: surprise!
- Close
