SoftSkills: Own the Moment: Turn Every Interaction into Impact

In today's fast-paced, people-driven world, every customer interaction is a chance to stand out, build trust, and make a lasting impression. This energising 1-day course empowers participants to own the moment — to show up with confidence, empathy, and clarity no matter the situation.

Description

Through practical tools, self-awareness techniques, and communication strategies, participants will discover how to turn even routine or challenging customer moments into meaningful impact — for the customer, the brand, and themselves.

Course Outcomes

By the end of this course, participants will:

 

  • Feel more confident in managing any type of customer interaction
  • Understand the psychology behind customer behaviours
  • Know how to stay calm, present, and helpful under pressure
  • Have a toolbox of techniques to handle complaints professionally
  • Feel empowered to represent their brand with care and confidence

Target audience

This course is designed for anyone in a customer-facing role who wants to elevate their interactions, build confidence under pressure, and consistently deliver service that feels human, helpful, and high-impact.

Detailed Syllabus

What We’ll Cover

 Foundations of Service Impact

  • Why great service matters (and what’s changed)
  • The moments that shape a customer’s experience
  • Your personal impact — awareness, energy, presence

Measuring What Matters

  • What excellent service looks and feels like
  • Setting standards and tracking consistency

Communicate with Confidence and Care

  • The importance of clarity, tone, and empathy
  • Adapting to different channels:
    • Face-to-Face
    • Email & Chat
    • Telephone & Video Calls

Handling Pressure and Turning Challenges Around

  • Responding (not reacting) under pressure
  • Tools for handling complaints and difficult situations
  • When to take ownership — and when to escalate
  • The “bounce-back” mindset after a tough customer

Tools, Tips & Micro-Skills

  • Real-world scenarios and how to handle them
  • Practical communication tips for daily use
  • Building habits that boost personal and team impact

Prerequisites

A willingness to learn, reflect, and grow in how you communicate and connect with others — and a desire to deliver meaningful service.

Similar courses

Business depends on EFFECTIVE COMMUNICATION. Presentations and style can win or lose business. Can you depend on your team to perform to their very best when presenting to important clients? This programme, designed to deliver a professional presentation, on a technical and personal level, and is offered to your company in order to make your presentations memorable. Identify areas for development and empower delegates by raising their levels of consciousness, and equipping them with key presenting skills.

More Information

Business depends on EFFECTIVE COMMUNICATION. Presentations and style can win or lose business. Can you depend on your team to perform to their very best when presenting to important clients? This programme, designed to deliver a professional presentation, on a technical and personal level, and is offered to your company in order to make your presentations memorable. Identify areas for development and empower delegates by raising their levels of consciousness, and equipping them with key presenting skills.

More Information

This training program introduces concepts of the Sales Call Process which will provide clarity and enhance the selling process and develop greater confidence amongst the sales team to drive increased revenues to the company.

More Information

This course gives new Managers the opportunity to explore the essential basics that they will need and a step in the right direction to be a success in their chosen role. This course is also a great refresher for all managers.

More Information

This 1-day course supports internal champions, leaders and managers to show how they can help their teams to adopt online ways of working. Being motivated to change our ways of work can be a challenge, yet when we have the know how and can see the benefits of working this way, change happens. If you wish to influence your team and colleagues to work using the digital tools available to us, then this is the course for you.

More Information

This course covers the knowledge required to make an informed decision. It covers how we think, tools we can use, communication and clarification skills.

More Information

This 1-day course provides you with the key components of any successful presentation and you will learn to present your personal presentation. Understanding why we are presenting, who we presenting to and how to present, including some useful PowerPoint tips and tricks when presenting.

More Information

This 1-day course looks at the causes of stress and the problems caused by lack of time. We look at focusing on priorities, minimising interruptions, and the art of delegation. The delegates are encouraged to take a step back and analyse honestly their time management demons.

More Information