Target Audience

Directors, Business Development Managers and Entrepreneurs.
Programme Standards

- Maximum 6 attendees
- 30 days of one to one support
- Handouts
- Programme director/s with at least a Masters Degree in the subject
- Convenient morning timings or in-house at any time for a minimum of two bookings
- Can be configured to address a number of professions and industry sectors

Price

EUR248 ex VAT per participant.
High Stakes Customer Service Workshop
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Each module in this workshop combines practical tools, real-world scenarios, and interactive learning to prepare managers to handle high-stakes customer service challenges with confidence and competence.
Topics Covered
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1. Maintaining Customer Engagement
This module focuses on building long-term relationships with customers through proactive communication strategies. Participants will learn how to craft newsletters, personalised emails, and other content that consistently adds value. By exploring storytelling, interactive formats, and timely updates, managers will develop the skills to maintain engagement, foster loyalty, and keep customers informed even during challenging times. The module includes hands-on exercises to design engaging content and practical tools to track audience response and adapt strategies.

2. Impressive Post-Purchase Support
In this module, managers will master strategies to deliver exceptional support after a purchase, enhancing customer satisfaction and trust. From creating comprehensive FAQ resources to implementing efficient return processes, participants will explore tools and tactics to resolve issues swiftly and professionally. Emphasis will be placed on empathy, follow-up communication, and empowering teams to turn post-purchase experiences into opportunities for upselling and referrals.

3. Reputation Management
Managers will learn to navigate the challenges of protecting and enhancing their organisation's reputation in high-stakes scenarios. This module covers techniques to handle negative feedback, manage online reviews, and mitigate the impact of crises. Participants will practice crafting timely, transparent, and empathetic responses to customer complaints, while exploring proactive strategies such as leveraging social proof, monitoring sentiment, and building trust through public engagement.

4. Risk Management in Customer Service
This module equips managers to identify, assess, and mitigate risks that could jeopardise customer satisfaction or brand integrity. Topics include recognising warning signs of potential issues, developing contingency plans, and effectively communicating during crises. Through case studies and role-playing, participants will learn to resolve disputes, manage escalations, and maintain customer trust while minimising reputational damage and operational disruption.

5. Proactive Communication in High-Stakes Situations
Participants will gain insights into crafting clear, consistent, and empathetic communication strategies for challenging customer interactions. This module explores methods for de-escalating tense situations, offering solutions, and ensuring customer concerns are addressed promptly. Managers will practice creating communication templates and escalation protocols, ensuring their teams are equipped to deliver timely and effective responses that protect relationships and prevent further issues.