MKL CX
This bitesize session is for all those who are customer facing, and would like to improve their resilience.
If we recruit well, we recruit those who directly serve our customers, who display strong empathy. However, this can come at a personal cost to the front‐liner as they can’t help but absorb some of the emotions and pain of their customers. In some roles, they face
customer complaints all day long, and if they are working remotely, sometimes this comes at them in their homes. This can lead to burn out, emotional exhaustion and a decline in customer service quality.
This is the pretext of this session. It recognises the need for customer front liner focussed resilience, in order to ensure that each person can continue providing their very best every day, both individually and as a wider Customer Support team. Each guest will leave with a tailored resilience plan.
