Customer Service Excellence: A One-Day Workshop
A practical workshop on customer service skills — built for people who want to work through real scenarios, not just read about them.
What this workshop covers
This workshop is designed for customer-facing staff who deal with a range of service situations daily. Whether working in retail, hospitality, or a contact centre, participants will work through 6 core service scenarios drawn from real industry data collected across 14 organisations in Ireland.
What the day covers
Morning sessions focus on the psychology of customer expectations and how service failures occur. Participants examine 3 common breakdown points: unclear communication, delayed response, and inconsistent information. Each is addressed with a specific corrective technique.
Afternoon sessions move into practical role-play with structured feedback. Each participant receives written notes on 4 identified areas for development, based on their performance during exercises.
Who this is suitable for
The workshop is appropriate for staff with 0 to 3 years of customer service experience. Team leaders may also attend to observe facilitation methods used for in-house coaching. Groups are capped at 16 participants to maintain quality of feedback.
Participants leave with a personal action plan covering 5 specific behaviours to practise over the following 30 days.
No prior training certification is required. Attendance is confirmed upon receipt of payment, and a joining pack is sent 5 working days before the event date.
Workshop Schedule
- 09:00 – 09:30 Registration and introduction
- 09:30 – 11:00 Understanding customer expectations: 3 frameworks used across service industries
- 11:00 – 11:15 Break
- 11:15 – 12:45 Identifying and addressing the 3 most common service breakdown points
- 12:45 – 13:30 Lunch
- 13:30 – 15:00 Role-play scenarios with structured peer and facilitator feedback
- 15:00 – 15:15 Break
- 15:15 – 16:30 Personal action planning: 5 behaviours for the next 30 days
- 16:30 – 17:00 Wrap-up, Q&A, and certificate distribution
Materials included
Each participant receives a printed workbook, scenario cards, and a digital copy of the personal action plan template.