Customer Service Mastery
Overview - Our Workshop Menu
Customer Service Mastery covers a range of topics. Click any workshop link below to learn more.
Creating Exceptional Customer Experiences - Inside & Out
Customer Mastery - Indispensable Skills
Managing Difficult Clients and Loving it!
Creating Exceptional Customer Experiences - Inside & Out
Workshop Overview
As employees we set the tone for interaction with all our customers, both external and internal. External customers are those who view an organization as a provider of a service or product they buy or use. Internal customers work for the organization, and are a part of shaping the culture for customer experiences overall. Both are important. Learn how to create exceptional customer experiences from the inside-out so that all our customers are happy.
Learning Outcomes
- Understand the difference between customer service and creating an exceptional customer experience.
- Learn how to manage and exceed customer expectations.
- Manage emotionally charged customers, and your own emotions in any situation.
- Employ a 4-step approach to quickly identify and manage any customer scenario to honour your customer service promise.
- Learn to recover from a service disaster such that your customer thanks you.
Who Should Attend: Management and all employees especially sales, customer service and support professionals.
Duration: One-day
Available online, 2-hour workshop (introductory.
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"Your customer doesn't care how much you know until they know how much you care."
—Damon Richards
Customer Mastery - Indispensable Skills
Workshop Overview
Strong customer service skills are essential for managing all types of customers at every level of business. Whether supporting internal customers like colleagues or leaders or serving external customers on the front line, how we engage with others shapes our relationships and directly influences organizational success. This workshop highlights indispensable customer service skills that anyone can strengthen to better support their customers, no matter their role.
Learning Outcomes
- Explore eight indispensable customer service skills and identify the one most critical to success.
- Develop a realistic, positive customer attitude to strengthen all skillsets.
- Apply these skills across a variety of workplace scenarios.
Who Should Attend: Management and all employees, especially sales, customer service and support professionals.
Duration: Half-day
Available online, 2.5-hour workshop.
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“Your most unhappy customers are your greatest source of learning.” — Bill Gates
Managing Difficult Clients and Loving it!
Workshop Overview
Managing difficult customers is a reality for front line professionals in sales, customer service and support roles. However a difficult customer can be anyone we interact with in the workplace, such as a co-worker or boss, known as our internal customer. The ultimate aim is to convert our unhappy customer to become a happy one, whatever the reason, and we must be ready and equipped to handle any situation at anytime. Are we as effective as we could be? This presentation offers a fresh perspective on managing difficult clients, offering helpful resources and a process that can be easily adopted into any customer management practice.
Learning Outcomes
- Emote empathy in a caring compassionate way to diffuse any upset or angry customer.
- Gain leading edge insights to fast-track resolutions using the H.E.A.R.T approach.
- De-escalate challenges with mindful behaviours, for outcomes that leave customers feeling heard and grateful.
Who Should Attend: Management and all employees, especially sales, customer service and support professionals.
Duration: Half-day
Available online,1.5-hour interactive presentation.
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Caring is at the heart of service. Without it, you're just following steps."
— Ron Kaufman, Author of Uplifting Service
The Art of Powerful Questioning
Workshop Overview
“Garbage in, garbage out” is a familiar truth: unclear questions lead to unclear answers. Many conversations fall flat because people are distracted or unsure of what’s being asked. Effective communication starts with you and how you shape, guide, and manage the exchange. In this practical workshop, you’ll refine your questioning skills through simple, proven techniques that create clarity, maintain focus, and bring out the best in any conversation. When the question is clear, the answer naturally follows, and productive dialogue becomes much easier.
Learning Outcomes
- Understand key question types and core techniques to guide and engage conversations.
- Learn how to phrase questions effectively for both individuals and groups.
- Apply best practices that reduce confusion and elevate clarity, comfort, and results in any interaction.
Who Should Attend: Management and all employees, especially sales, customer service and support professionals.
Duration: Half-day
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“The art and science of asking questions is the source of all knowledge.”
— Thomas Berger
Promoting a Culture of Service Excellence
Workshop Overview
Learn how to shape a customer service culture that reflects your organization’s values and commitment to customers. Build daily actions and habits that create clarity, consistency, and reliability, key elements that strengthen trust. Explore how credibility and taking ownership deepen relationships with both internal and external customers.
Learning Outcomes
- Explore customer service culture for your organization and how it facilitates service excellence.
- Brainstorm actions and behaviours that promote a consistent, trusted, culture of service excellence.
- Commit to a simple daily plan that strengthens daily work habits for a sustainable a culture of service excellence.
Who Should Attend: Management and all employees, especially sales, customer service and support professionals.
Duration: Half-day
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"Each customer contact is a moment of truth. You must deliver value and care every single time."
— Jan Carlzon, Former CEO, Scandinavian Airlines
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