Customer Service Employee Reduce Stress training course

Stress Management for Customer Service Staff Training Course

$247AUD per employee

New course for 2022!

With the COVID pandemic, global stock shortages, staff shortages and so on our customer service employees and customers are under more stress than ever before.

Yet the word ‘stress’ is so deeply ingrained in our daily conversations and work that it is difficult to step back and ask  – what exactly is stress, where does it come from and how I can I better manage it in my own life?

This Stress Management for Customer Service Staff course is designed specifically for employees who deal with internal and/or external customers on a daily basis.

We examine stress and how to better manage it from the perspective of anyone who works in the Customer Service industry because dealing with customers & clients (whether internal or external) represents its own unique set of stress factors.

We present a solid understanding of stress, its biological origin, ways to classify stress and most importantly, understand how to bring better self-management skills into dealing with your own personal stress – whether at work or in your personal life.

With lots of exercises and workshop activities – as well as an environment of trust and candour – we get to the heart of stress and stress management to help your employees better prepare for the challenges of today and tomorrow.

Stress Management for Customer Service Staff training course
online employee stress reduction course

Who should do this course?

The Stress Management for Customer Service staff course is specifically designed for any employees dealing with internal or external customers on a daily basis.

Typical roles include:

  • Contact centre employees
  • Customer Service staff
  • Retail workers
  • Office/admin workers
  • Warehouse workers
  • Account managers

Looking for other options?

Looking for other options?

Stress Management for Customer Service Staff Course Outline

3 Hours of Live, Facilitated Learning

The Stress Management for Customer Service employees course has been designed specifically for employees who work in a customer-facing role.  The course includes three core modules listed below delivered in 1 x 3-hour online session.

1. What Makes our industry stressful?

What is it about our industry that makes it stressful?  Are there things we can control – or is a lot of it out of our control?  In Customer Service what ranks ‘up there’ in terms of causing our stress reaction?

  • What are the Stressors in the Customer Service Industry?
  • Stoicism and the Customer Service Industry
  • One way to look at Human relationships – including with Customers
  • Classifying stressful situations

2. Defining Stress & Stressors

There’s a science to stress.  By understanding the science, we can better understand what’s happening to us.  Not everybody has the same stressors – nor is all stress bad.  In this module, we cover what you need to know about the science.

  • Defining Stress and Stressors
  • The Biological history & impact of Stress
  • Discover your Stressors
  • Positive & Negative Stress

3. How to better manage stress

The final module brings it all together and will empower the employee with new skills for dealing with stress including:

  • Analysing ‘which’ type of stress you face
  • Coping strategies for acute stress
  • Applying levels of control for chronic stress
  • Cognitive Restructuring
  • Your stress profile

Built for Online

While this course has been delivered onsite for over 20 years all across the world, with the arrival of COVID and the increase in stress all across the world, we’ve now adapted this course to be delivered online via ZOOM teleconferencing enabling shorter, more frequent courses.

Delivered over 1 x 3-hour session, it enables you to easily schedule employees to receive global best-practice skills with only a minimal impact on operations whether they are working on the frontline, on the phones, at work or at home.

The Zoom link and electronic course workbook will be sent to all course participants the day prior to the course commencing.

Online Stress Management for Customer Service training course

About Your Trainer, Daniel Ord

The trainer for the Stress Management for Customer Service Employees training course is Daniel Ord from OmniTouch International recognised as one of the leading customer experience and contact centre trainers in the world.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).

Daniel Ord Stress Management course for customer service

Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.

So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.

Customer Testimonials for Daniel Ord

Daniel Ord is one of the leading trainers in the world for customer service, call centres and customer experience and a read of some of his customer testimonials is a testament to his skills, knowledge and passion. A selection of his most recent reviews/testimonials are below.

Informative, Educational and Fun!

Rated 5 out of 5
5 July 2022
Review of June 2022 Contact Centre Management Fundamentals

A great course that supports Call Centre managers, no matter what their experience!
Strongly encourage anyone who manages a Call Centre, or has a Call Centre in their department to sign up and take this course! You won’t regret it.

Avatar for Peter Cavallaro
Peter Cavallaro
Call Centre Manager
AIA Australia

Wow! Just so engaging!

Rated 5 out of 5
22 June 2022
Review of June 2022 Contact Centre Management Fundamentals

Daniel has an amazing ability to connect with people. He is very personable, and has this amazing ability to bring training content to life!

Avatar for Joyi Lu
Joyi Lu
Service Improvement Lead
Queensland University of Technology

Fantastic!

Rated 5 out of 5
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training

I thoroughly enjoyed workshopping Quality Assurance with Daniel. Daniel introduced us to the structure, framework and application of Quality Assurance in a Contact Centre environment, providing some really key techniques to ensure successful implementation.
If you are looking to implement a QA program in your business or to future proof the quality of Service Delivery Team, I highly recommend taking this course.

Avatar for Eloise Leech
Eloise Leech
Quality and Training Lead
MECCA Brands

Good course

Rated 5 out of 5
3 June 2022
Review of June 2022 Contact Centre Quality Assurance Training

Great holistic view of the CX process!

Avatar for Mary Fitzpatrick
Mary Fitzpatrick
Team Leader
Service NSW

Private and Public Options

The Stress Management for Customer Service Staff course is available publicly (with others) or privately (just for your business) with the differences outlined below.

Public Courses

The Stress Management for Customer Service Staff course is delivered as 1 x 3-hour session across via ZOOM and tickets are available to any business. This is perfect for small numbers of employees attending with the added benefit of meeting, learning and sharing with other employees in the industry.

The times and dates are fixed to enable you to plan ahead around busy schedules – If you would like to have more flexibility on the dates, times and content refer to our private options.

Private Courses

Whilst the public courses can be a great solution for small numbers, sometimes you need more flexibility with the dates and times or you’d like to train entire teams, workplaces etc.

Our private courses are typically more cost-effective and you can also choose the dates, times and duration of the workshop to suit your business.

Learn more about our private course options >

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your Stress Management for Customer Service employees training is in good hands.

CX Skills Stress Management for Customer Service Employees course
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Eloise
Eloise
07:00 03 Jun 22
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Keira Smith
Keira Smith
02:55 29 Nov 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Eva P
Eva P
16:53 25 Apr 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
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Pricing and Payment Options

The February 2022 Stress Management for Customer Service training course facilitated live by Daniel Ord is just $247.00 AUD ex GST per employee.  Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.

The price includes:

  • 1 x 3 hour live facilitated session by Daniel Ord
  • Course workbook (delivered electronically)

Available Discounts

  •  Save 15%  if you purchase 3 to 6 tickets in the same transaction
  •  Save 20%  if you purchase 7 or more tickets in the same transaction
  • If you’d like to train your whole team in a private session please contact us for further information and pricing.
Cost of Stress Management course for customer service staff

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets to the Stress Management for Customer Service Staff training courses:

We currently don’t have any public courses scheduled. Contact us about a private class or search our other Workplace Wellness courses.