Workplace Resilience for Customer Service Employees training course

Workplace Resilience for Customer Service Training Course

$247 AUD per employee

Building better resilience through health

New course for 2022!

For employees that work in customer service, workplace resilience is a skill that has been always been at the forefront of importance. Having to put on a brave face for every customer no matter how bad you feel on the inside to try and ensure the customer still has a great experience and if we were honest, to also protect their employment.

Because whilst employees can often deal with hundreds of customers a day across a counter or on the phone,  get one of those interactions wrong and they run the risk of the customer wanting to ‘escalate to the manager immediately’ or being on the receiving end of some unwanted abuse.

And despite how horrible a customer can be (and we’ve all seen or heard some horror stories) they are then just expected to smile and handle the next customer like nothing has happened!

Of course, with all that is going on with COVID, employees are facing their own internal stresses as well as being a range of increasing external pressures such as customers who are under more pressure than ever, stock shortages, freight delays, long queues, vaccination status checks, QR check-ins, under-resourced and so on.

Workplace Resilience for Customer Service Staff training course

And when employees lack resilience skills it can have a heavy toll on workplaces. A consistent lack of health and resilience leads to burnout and a direct result on productivity, absenteeism and engagement. And with stress-related workers’ compensation claims doubling in recent years it can also place businesses under more financial pressure.

The good news is not only will this course benefit your employees, but also your business. Businesses receive an average return on investment of $2.30 for every $1 they invest in effective workplace mental health strategies, making investing in mental health a win-win situation for employers and employees.

The Workplace Resilience for Customer Service staff training course helps equip employees with skills and techniques on how to build better resilience that can benefit your employees at work and at home.

Why invest in workplace resilience training?

It is estimated that almost fifty per cent of employees have left a workplace due to a poor mental health environment and even way back in 2014, a Beyond Blue report indicated that 21% of Australians have taken time off work because they were stressed, anxious, depressed or mentally unhealthy – and more recent data suggests that figure is now much higher.

A KPMG report suggested that in the workplace, employees with mental ill-health are more likely to be absent from work. This has a flow-on effect at a macroeconomic level where mental ill-health costs the economy almost $60 billion per year!

Being under pressure impacts more than just our mental health. Poor mental health leads to poor physical health and poor physical health can impact your mental health so it can be a hard cycle to break.

Stressed worker low on resilience.afdesign

The Workplace Resilience for Customer Service staff tackles resilience from both elements – equipping employees tips and strategies to build mental and physical resilience.

What you’ll learn

This 3-hour course is designed for team members who want to develop their skills in resilience. A practical session, full of strategies and techniques to enable participants the ability to bounce back quickly and to improve their coping and self-management skills.

We are experiencing, more than ever the need for resilience in the workplace. Challenging situations are becoming more common and knowing how to handle your response to ongoing challenges at work can make all the difference between a team member who is satisfied at work and one that is becoming negatively impacted within their work environment.

Fortunately, resilience and the strategies that lead to resilience are skills that can be learned and that’s exactly what we teach in this Workplace Resilience for Customer Service course!

Workplace Resilience training outcomes
Workplace Resilience training for retail staff

Who should do this course?

The Workplace Resilience for Customer Service Staff 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

Workplace Resilience for Customer Service Staff Course Outline

3 Hours of Live, Facilitated Learning

The Workplace Resilience for Customer Service Staff training course has been designed specifically for employees who work in a customer-facing role.  The course includes six modules listed below delivered in 1 x 3-hour online session live by Workplace Health and Wellness expert Nant Nissen.

1. What is resilience

Understanding where resilience comes from and how we can build it within ourselves. How to develop strategies long, medium and short term to ensure the physical, mental and emotional health of participants.

2. How to create an environment to physically foster resilience

Having a greater sense of wellbeing physically equates to a greater capacity to undertake challenging situations and to adapt to adversity.

3. How to use your mind to build resilience.

Having the ability to use your mind to guide your behaviour no matter what the challenge is a skill critical to the success of any business.

4. How to build a strong emotional base

To enable participants to respond to challenges as opposed to reacting to them.

5. How to build purpose into the workplace.

Building new patterns, habits and behaviours to ensure long term and sustainable improvement in health and resilience is vital for the development of any team member and any business that wants their team to thrive.

6. How to pull it all together.

Whether it be at the start of the workday, throughout the workday or at the end of the workday, learning how to build health and resilience within your team is critical to the success of any business.

Team members who have the skill of health and resilience not only provide a greater customer experience, but directly contribute in a positive way to the bottom line.

Looking for other options?

Looking for other options?

We have a range of other courses suitable for customer service employees including Stress Management for Customer Service Staff and How to Manage Difficult Customers.

We also have a range of courses to help improve customer service skills including Customer Service Booster (3-hour short course)Customer Service Phone ProfessionalCustomer Service ExcellenceEmail Customer ServiceLive Chat Customer Service and lots more!

View all our Customer Service courses or Health & Wellbeing courses.

Optimised for Online Training

This course has been specifically designed to be delivered online over 1 x 3-hour session enabling 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 or working from home.

No downtime travelling to and from the course and more cost-effective than onsite training!

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

The course is available for public or private delivery with the differences explained below.

Online Stress Management for Customer Service training course

Private and Public Options

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

Public Courses

The public Workplace Resilience for Customer Service Staff training course is delivered as one 3-hour session across via ZOOM and tickets are available for anyone to purchase. This is perfect for smaller numbers of employees (you can purchase a minimum of 1 ticket) so you can spread your training out to minimise operational impacts along with the added benefit of meeting, sharing and learning from other employees on the course (this can be a great experience for many attendees in knowing they are not alone).

The times and dates are fixed enabling you to plan ahead – If you would like to have more flexibility on the dates, times and content refer to our private delivery 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 more cost-effective and you can also choose the dates, times and duration of the workshop to suit your business. Where applicable, some of the content can also be customised to help you achieve your business outcomes (e.g. using real case studies, customer situations etc).

Learn more about our private course options >

About Your Trainer, Nant Nissen

Nant Nissen is a world-renowned expert in the health, fitness and wellness industry with decades of experience helping individuals and corporate clients achieve their health and wellness goals.

Nant makes health and wellness simple – no fad diets, crazy potions, weird yoga poses or a one-size-fits-all approach. Nant empowers individuals with the skills to understand their own signs, signals and symptoms for their body and then provide them with tips, strategies and tools that work.

A regular speaker in the media and with unparalleled academic qualifications, Nant is renowned for creating a world where health is the norm and where people understand the difference between health, fitness and wellness so they can lead their best life.

Nant Nissen Workplace Resilience course trainer for customer service staff

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 an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.

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 so you can rest assured your training is in good hands.

CX Skills Australia Training Courses
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.
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.
Jelena Prenner
Jelena 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

Pricing and Payment Options

The Workplace Resilience for Customer Service Staff training course facilitated live by Nant Nissen is $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 Nant Nissen
  • 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 workplace resilience training

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 Workplace Resilience Training for Customer Service course:

We currently don’t have any public courses scheduled. Please contact us to discuss a private session just for your employees!