Turn difficult customer moments into opportunities for trust, connection, and care.

You’re not just solving problems. You’re holding space for people’s frustration, emotion, and needs.

And you deserve the tools, confidence, and energy to do it with grace.

This course is your toolkit.
Your mindset shift.
Your reset button.
Your permission to serve with empathy—without burning out. 

Format: 

Self-paced, on-demand course. Engage with content-rich modules designed to challenge and inspire, with the flexibility to learn at your own pace.

What You Get:

• 11 Masterclass Lessons + Templates 
• Downloadable Resources
• Join Our WhatsApp Community
• Contact us at [email protected] for support

What You’ll Learn:

• The full Service with a SMILE recipe—a practical step-by-step approach to customer conflict
• Powerful techniques to regulate your emotions and recover from difficult calls or emails
• Empathetic conversation tools like mirroring and labeling (straight from hostage negotiation)
• Two calming breathing practices to reset your nervous system

Certificate of Completion:

You’ll receive a digital, shareable certificate with your name, completion date, and a verification ID. Perfect for LinkedIn and performance reviews.

Your instructor(s):

This program will be led by Chantel Botha (CCXP), a celebrated author and seasoned educator with over 15 years of expertise in customer experience transformation.

Chantel is the founder of BrandLove and author of The Customer Journey Mapping Field Guide. She has dedicated her career to bridging the gap between a brand’s promises and its deliverables, empowering employees to become extraordinary “Brand Warriors” who exceed customer expectations at every turn.