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Listen To Excerpt From Workshop

In-house Tailored Workshop

Serving Your Customer

  • Do you have a call centre or a group of people within the organisation who provide customer service?
  • Do you want to learn how to say 'no' and still leave the other person feeling good?
  • Do you want to learn to deliver outstanding customer service even when you don't feel like it?

You could say that everyone delivers customer service. When you have a group of people whose main focus is customer service, it's hard sometimes to keep the 'smile' going all the time. It's also a challenge to juggle competing priorities when you're trying to please everyone.

This programme is best delivered over several workshop sessions.

'Excellent programme; covered all elements of Customer Service. Liked the focus on personal responsibility and delving into psychology of things rather than just being given a process.' - M. Dalley, Customer Services Manager, Asteron

'Definitely know your work! I've been to so many sessions like this but I have learnt new ways to deal with customers ! - K. Porteous

'After the programme, there was a huge lift in peoples' awareness of how they had been handling interactions with customers. This has had a very positive effect in the way they now serve customers and it has continued even 9 months on. People work much more co-hesively now as a team than they did before.' - Monica Clark, Manager, Ministry of Transport

'You kept my attention the whole time which is not easy to do on courses.' - R.Hearst

Example 4 Workshop Programme


  • Setting the Scene for the Programme
  • Team Dynamics
  • Customer Service: The Role
  • Keeping the Focus
  • Uncovering the Real Issue


  • Debrief Assignments
  • Setting Clear Expectations
  • Handling Aggressive People
  • Being Professional / Casual


  • Debrief Assignments
  • Customer Service Golden Rules
  • Handling Resistance


  • Having Those Difficult Conversations
  • Debrief Programme

Want to talk more? Call Leanne (04) 971-4099.

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