Soft Skills Customer Service Training

A two-day soft skills workshop developing professionalism, communication, and client care for a team that represents the company on every call.

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About the project

IRS's people are the company — every call, every response, every turnaround time shapes how clients experience the brand. The team asked us to sharpen exactly that.

Intellectual Risk Solutions partnered with NinaJo Consulting to strengthen the customer-service capability of their Credit Repair Services team — a frontline group whose daily interactions directly shape client trust and retention.

Over two days, participants worked through practical, scenario-based learning focused on consistent, high-quality service. The training emphasised punctuality, accountability, emotional intelligence, and representing the organisation professionally in every client interaction. Feedback highlighted renewed clarity on how individual conduct influences both team performance and client experience — including the importance of self-care in sustaining service excellence.

Challanges

The shift wasn't only professional. For several people in the room, it was personal.

Participants spoke about learning to trust a team after years of preferring to work alone, about the reminder that self-care is what makes caring for clients possible, and about efficiency as a duty to colleagues — "if you are not efficient, the whole team is dragged down." Those are their words, not ours. When development touches both how people work and how they see themselves, it holds — and that is exactly what this partnership set out to do.

Summary

In their own words:

"The two days impacted me both professionally and in my personal life. I learned to speak, to trust, and to value teamwork — I learned to trust my team." — Josephine Govender

"The professionalism, the interactions, how you carry yourself, punctuality, getting back to clients — this is huge. A strong reminder to stay focused." — Russell Esau

"In my client interaction I am representing IRS Credit Repair Services. We also need to take care of ourselves so that we can take care of our clients."

— Bathandwa Sakwe

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