2026 Schedule

Exceptional customer service is more than answering questions: it's about building trust, demonstrating empathy, and fostering resilience in every interaction. This interactive, full-day workshop provides IT support professionals with practical tools to strengthen emotional intelligence (EQ), enhance communication, manage stress, and confidently handle difficult conversations. Through immersive activities, participants will practice active listening, collaborative problem-solving, and customer-first response strategies that directly improve user experience and team collaboration.

Originally developed and delivered by the University of Notre Dame Service Desk leadership, this program has successfully trained staff across the organization. At HDI Support World, the workshop will serve as a "train-the-trainer" experience, giving participants not just skills but also ready-to-use exercises they can bring back to their own teams. Attendees will leave with both personal insights and a repeatable framework for developing customer service excellence, emotional intelligence, and resilience within their organizations.

Takeaway

-Strengthen communication and active listening skills to better understand and support customers.
-Apply structured problem-solving and resolution techniques to real-world service challenges.
-Use the RES Method (Recognize, Empathize, Strategize) to respond effectively to difficult issues.
-Embrace "I don't know, let's find out" as a healthy mindset for learning and collaboration.
-Identify practical strategies for stress management and resilience in customer-facing roles.
-Gain a "train-the-trainer" toolkit with practical exercises and a repeatable framework to build customer service excellence, emotional intelligence, and resilience within your own teams.