Michelle Nolan
Customer Service and Complaint Handling Trainer for Frontline and Support Teams
Customer service, complaint handling, difficult customers, service recovery, empathy in service, de-escalation, call handling, client communication, customer experience, service standards
About
Michelle Nolan is a customer service trainer with a lively, people-focused style and a strong instinct for what great service feels like in practice. Over the past 12 years, she has helped frontline teams, call-centre staff, support functions, and service managers improve quality, confidence, and consistency in customer interactions. Michelle specialises in complaint handling, difficult conversations, service recovery, empathy, and client communication under pressure. She is energetic without being theatrical, and her sessions are known for strong participation, realistic role play, and immediately usable tools. Michelle is especially effective with teams that want to raise standards while still sounding human and authentic.
Expertise
Expertise Areas: Communication, Soft Skills
Expertise Categories: Business Communication, Difficult Conversations, Emotional Intelligence, Problem Solving
Qualifications & Certifications
BA Communications; Certified Customer Experience Professional coursework; Service Excellence Certification; Coaching for Service Leaders Certificate
Previous Clients
Her service programmes have supported hospitality brands, healthcare providers, education groups, financial services teams, telecoms operations, and contact centres.
Delivery
Locations: Ireland, UK (United Kingdom), Europe, Remote / Virtual
Delivery Languages: English