About the program

In an era where your customers are more likely to be vulnerable than ever before, the risk of burnout for those on the front line of customer service is high. This seminar consisting of two modules provides practical guidance on how to respond to customer interactions with compassion without compromising your own wellbeing.

Designed by CSBA for local government front line staff,  the course will be facilitated by expert trainers in customer experience. The interactive course has only 20 places available and will be delivered over two modules. The first module aims to offer an information seminar for all customer-facing staff, affording participants a broad understanding of how to better handle conversations with vulnerable customers and how to avoid ‘empathy burnout’ with some key resilience strategies. Participants then extend their learning with workshops designed to further enhance their skills in understanding customers through empathy profiling, and remaining resilient during challenging times.

For more on the course content and learning outcomes download the brochure below.

  Download the brochure HERE

About the facilitators

Janine Mitchell | Training and Development Consultant, CSBA

Janine is a highly accomplished customer contact professional with over two decades of experience managing effective, award winning contact centre teams.

Responsible for developing the operations of some of Australia’s best-known and loved brands and customer service leaders, Janine is highly respected throughout the industry.

She’s passionate about employee engagement and firmly believes it is an essential ingredient in business success. At CSBA, Janine helps our clients improve their customer experiences through staff coaching and development and assists in driving business improvement by providing leadership coaching and guidance.

Kiri Thom | Client Service Manager – Learning & Development, CSBA

Kiri has over 15 years’ experience working with Australian Contact Centres in the following industries; telecommunications, banking, education, marketing, utilities and Non-Government Organisations. 

She brings to CSBA a consolidated set of skills in Team Leading, Call Centre Management, Coaching, Quality Monitoring and Evaluation, Conflict Resolution, Complaint Handling and Sales and Service Training.

Kiri is passionate about end to end Customer Experience improvement with a keen interest in performance management, quality management and skills development

Please note: the dates for the new series have been changed and the series will now commence on Thursday 28 October.

2021 Dates

The next series is scheduled to start on Thursday 28 October. Each series consists of two modules. The workshop has a capacity of 20 participants so hurry and book now!

Module 1: Empathy and resilience on the front line
 Thursday 28 October, 10am - 12pm
Module 2: Empathy profiling and building resilience after challenging interactions Thursday 4 November, 10am - 11.30am


Pricing is for the full series.

Members: $260 incl GST

Non-members: $360 incl GST

Register below

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Module 1: Thursday 28 October 10am – 12pm Module 2: Thursday 4 November 10am – 11.30am

When: October 28 – November 4, 2021