Agree personal goals and the customer situations to practise.
Check service commitments and what you are authorised to offer.
Separate what happened, what is known and what needs investigation.
Practical exercise: Attempt an opening about a delay and compare the customer’s interpretation.
Take forward: A factual briefing and clear opening.
Receive specific feedback and repeat a key part of the conversation.
12:30–1:30 p.m. · Lunch
Day 1 · Afternoon
1:30–5:00 p.m.
Listen and acknowledge
Acknowledge customer impact without inventing an explanation.
Avoid defensive language and promises before the facts are checked.
Explore impact, avoid premature promises and clarify the desired outcome.
Practical exercise: Practise listening to a dissatisfied customer in rotating roles.
Take forward: A checked account of impact and expectations.
Receive specific feedback and repeat a key part of the conversation.
Day 2 · Morning
9:00 a.m.–12:30 p.m.
Explain options and limits
Explain scope boundaries and trade-offs in plain language.
Clarify who can approve an exception and when an answer is due.
Present verified options, own the next action and escalate appropriately.
Practical exercise: Rehearse a scope or service conflict with a request outside authority.
Take forward: An options and escalation plan.
Receive specific feedback and repeat a key part of the conversation.
12:30–1:30 p.m. · Lunch
Day 2 · Afternoon
1:30–5:00 p.m.
Rebuild a workable next step
Agree what the customer will hear next, from whom and when.
Record decisions and ownership in a concise follow-up.
Confirm responsibilities, communication and review dates.
Practical exercise: Repeat the customer conversation and draft a practical follow-up.
Take forward: A recovery communication plan and two workplace actions.
Agree two improvements to apply at work and how progress will be reviewed.
Each morning and afternoon includes a short break. Practice groups and timings are agreed so everyone can practise, receive feedback and repeat a key section.
Tailored to your team
We agree the goals, learning outcomes, audience, real situations and activities before delivery. Both workshops combine skills development with rehearsal and feedback; experienced teams can spend more time practising real situations.
Useful preparation: Approved workplace examples, relevant policies, role boundaries and escalation routes. Typical escalations, approved service facts, scope boundaries and resolution authority.
Delivery options: two consecutive days, two spaced days or four half-days following the sessions above. Timings are agreed with you; spaced sessions allow workplace practice between meetings. These are private team workshops; public workshops retain their advertised duration.
