What can we do for you?

You’ll be amazed and delighted by the results you’ll get -

• Calm and engaged customers who get to be heard.
• Smiling relaxed staff who can cope under pressure even with aggressive customers.

The TUF Programme is designed for people at the hard edge of customer service. This highly interactive two-part programme strengthens your staff’s personal attributes. It gives them the skills and ideas to understand your customers better and to communicate effectively with them.  

You will be delighted to find your staff able to implement the theory in their work. The reaction of your staff and that of your customers will leave you wishing you had taken this approach on board years ago.

The TUF – Thriving Under Fire Programme produces tangible results:

• lower absenteeism
• better staff retention
• better staff morale
• higher productivity

The training will benefit you because:

• your staff will be able to maintain themselves in the face of angry customers.
• your staff will learn how to not be stressed by angry and upset customers.

There is a huge cost to your business when staff are constantly dealing with negative customers.

The best thing about the TUF – Thriving Under Fire Programme is that it works! 

You will reap many positive results and they will be particular to your needs. But just so you know, our participants have reported that as a result of TUF – Thriving Under Fire:

• Staff learn to stay engaged with all customers.
• Staff can appreciate the customer’s distress and respond appropriately.
• Staff can offer a wider range of solutions to customers.
• Staff enjoy their work more.
• Customers have a better experience.
• Staff create goodwill and a positive brand experience.
• Staff relate well to internal customers.

Our Results Satisfaction surveys taken at the end of programmes show a very high degree of enjoyment and engagement with the programme Research done in 14 programmes in various bank branches show not only a high level of retention of the practices and skills taught in the workshops but that on certain key indicators staff increased their performance levels four weeks after the workshop and then increased further four months after the workshop. Anecdotal evidence further indicates that the way people communicate with family and friends in their private life also improves. Participants report that using these practices at home brings greater satisfaction to many of their relationships