Change your mindset | Provide great service

Positive customer service experiences are highly sort-after by businesses and consumers alike. Having staff that can confidently and calmly respond to the needs and concerns of customers is an essential skill.

This two-day program has been designed specifically for work-ready participants to help them gain the valuable skills they need to remain cool and “KARM” when working in customer or client-facing positions.



keep calm

Manage your emotional state during stressful interactions.

actively listen

Be present to the customer and their needs.

remain firm

Remain firm and be grounded in your responses.

maintain mindset

Focus on positive energy and a positive outcome.

What's included in the course?

KARM training is delivered face-to-face in a small group setting, led by a certified Bounce facilitator. Bounce training uses fun and engaging activities with loads of interaction and opportunities to apply the learning into real-life situations.

The course is completed over two days and includes a workbook, role-play activities, and a simple assessment to help you feel confident and resilient when working in customer-facing roles.

At the end of the training, you’ll feel better equipped to manage stressful situations, have strategies to help improve your wellbeing and feel good about coming to work every day!

This training is a must-have for anyone working in customer service. 

The KARM Approach is FREE to eligible Workforce Australia Services participants over the age of 18 in the Bendigo region. 

Next course dates:

Course Learning Outcomes

What are they saying about KARM?


Amanda was very engaging, and I thoroughly enjoyed the session, nice group of people who felt comfortable sharing life stories.

-Lyn D.


It was great.

– Matthew T.


Amanda was an excellent trainer enthusiastic, respectful, caring, compassionate and fun.

– Amanda J.

Register your interest today!

Fill in this form, and we'll get right back to you about the next course.

The KARM recovery fund activity is open to eligible Workforce Australia Services participants in the Bendigo region. 

This training is part of the Local Jobs Program (LJP) and is funded through the Local Recovery Fund, Australian Government Department of Employment & Workplace Relations.