Highland Community College Business Institute

This workshop is designed to strengthen how staff engage with customers in real-world situations. The focus is on practical skills, confidence under pressure, and consistent service delivery that reflects the organizations value and brand.

Participants will gain skills to:

• Build trust and rapport with customers within the first minute of interaction
• Communicate clearly and professionally, even in high-pressure situations
• Navigate difficult or emotional customer interactions with confidence
• Turn complaints or service issues into opportunities to build loyalty
• Strengthen professionalism and brand representation
• Improve customer satisfaction and retention
• Reduce conflict, misunderstandings, and service breakdowns
• Support teamwork and consistency across service interactions