Customer service with confidence

You’ll learn how to deliver exceptional service, adapt to different customer types, and confidently handle complaints or conflict when they arise. Whether it’s a difficult phone call, a frustrated visitor, or a service slip-up, you’ll be better prepared to respond with calm, clarity, and professionalism.

This session is all about building real-world skills and boosting your confidence in the moments that matter.

What you’ll learn:

• the foundations of great customer service
• why customers become difficult and how to respond
• how to adapt your communication style to suit different customer types
• a simple, effective three-step approach to handling complaints
• tools for staying calm and professional under pressure
• strategies to enhance personal presentation and service confidence
• how to turn everyday interactions into positive customer experiences.