Maintaining Great Customer Service in Challenging Times

✓ Examine your Approach to Customer Service
✓ Discover the Long Term Needs of Today’s Customer
✓ Build Long-Lasting and Sustainable Customer Relationships
✓ Fine-Tune your Communication Touchpoints
✓ Differentiate Between Customer Service and Experience
✓ Utilise Emotional Intelligence
✓ Examine Pre-Suasion and Influencing Techniques

Modes of Delivery:
✓ Virtual Online
✓ Classroom
✓ Onsite

Course Outline

The global pandemic has forced services, retailers, and consumers, to rapidly change how they live, work, and interact with customers. Businesses are being challenged like never before and for some, the new or next normal may look very different as we navigate our way into the future. Business owners are facing unprecedented challenges – on the one hand, working hard to sustain their business and to stay afloat whilst on the other hand searching for new and innovative ways to entice and hold on to valued customers. Customer experience takes on a whole new meaning against the backdrop of uncertainty and disruption being faced by many. During this customer service workshop, participants will examine their approach to customer service taking into account, firstly the primary needs of customers such as safety, security, accessibility, and convenience. Secondly, the workshop will look at the longer-term needs of today’s consumers; by focusing on the customer experience, demonstrating empathy and caring businesses will create long-lasting and sustainable relationships with their new and existing customers. Finally, this workshop will look at communications and how participants can fine-tune their communication ‘touchpoints’ with customers focusing specifically on challenging conversations or difficult situations

In this workshop participants will examine, evaluate and discuss the following:

  • Customer Service v Customer Experience
  • The ‘Why’ of our business – ensuring that the customer experience is aligned with the organisation’s mission and values
  • Customer touchpoints – mapping the customer journey and responding to the specific needs of customers at each touchpoint
  • Communicating with empathy, caring, and understanding – approaches to conflict management
  • Using Conversational Intelligence to enhance communication with customers (a powerful tool to build trusting and
  • Pre-suasion and Influencing techniques that enhance communication


Half-day – 9.30 -1.00 pm

Mode of Delivery:

Online Virtual learning through zoom. This is a highly interactive workshop and will include the following: discussions, videos, case studies, role play, brainstorming, breakout rooms, and feedback channels.


All training resources will be provided.

Find Out More

How Long Does the Workshop take to Complete?

This particular course is delivered over a period of one half day. Other delivery options are available by request.

How do I get a Quotation?

Email us at or alternatively you can call Jim at 086 8587505.

Do I get a Certificate?

Yes, everyone who completes this course will receive a certificate of attendance.

Who’s my trainer?

Our qualified trainers are all highly skilled in their field of expertise. Trainer profiles are available to view on the ‘Meet the Team’ page.