Public workshop · Live online
Difficult SaaS Customer Conversations: Scope, Delays and Expectations
09:30–14:30 UK time · GMT
Practise direct, constructive SaaS customer conversations about scope requests, delays and mismatched expectations. Explain the situation, explore its impact, respond to challenge and agree credible actions without making commitments beyond your authority.
- Microsoft Teams
- Maximum 4 participants
- English
- 4 training hours + lunch
Who is this for? SaaS implementation consultants, customer success managers, project managers and customer-facing specialists who must discuss scope, delivery changes or missed expectations with customers.
Workshop agenda
| Time (GMT) | Session | What you will practise |
|---|---|---|
| 09:30–10:00 | Prepare the conversation that needs to happen | Review an illustrative SaaS delivery problem. Separate verified facts, assumptions and unresolved questions, then define what a useful conversation should achieve for the customer and supplier. Your output: A preparation note with the facts, customer impact and conversation purpose. |
| 10:00–10:45 | Open clearly and acknowledge the impact | Draft a direct opening for a delay or expectation gap. In pairs, practise describing the situation, acknowledging the disruption and asking for the customer’s perspective without assigning blame. Your output: A concise opening and focused questions to explore the customer’s concern. |
| 10:45–11:30 | Explain scope, dependencies and options | Use a fictional scope request to explore the customer’s underlying priority. Practise explaining the relevant boundary and presenting options that distinguish approved commitments from matters needing a decision. Your output: An options summary with dependencies and the appropriate approval owner. |
| 11:30–12:30 | Lunch break | Optional 10-minute 1-to-1 video check-in with Paul to review feedback and focus your afternoon practice. |
| 12:30–13:15 | Handle a challenging customer response | Each participant leads a short observed exchange about scope, delay or a disputed expectation. Rotate customer and observer roles; feedback examines clarity, listening, acknowledgement and realistic commitments. Your output: Individual observations and 1 response to refine. |
| 13:15–14:00 | Repeat the hard moment and agree next steps | Repeat the selected exchange after feedback. Practise responding when the customer rejects an option, then summarise confirmed actions and explain how unresolved decisions will be escalated. Your output: A refined response and an action record distinguishing agreement from open decisions. |
| 14:00–14:30 | Make the follow-up match the conversation | Draft a short customer update that accurately records what was agreed. Choose 2 behaviours to apply at work and identify a suitable conversation and review point. Your output: A clear written update and a personal application plan. |
Preparation and follow-up
Before the workshop
Allow 15–20 minutes to draft a short opening for the supplied case or an approved, anonymised situation. State the expectation, verified facts and customer impact.
After the workshop
Revise your opening and customer action update. Identify 2 actions for handling a similar conversation at work.
Your individual report distinguishes clarity and accuracy in the written tasks from listening, acknowledgement and responses observed during practice. It includes 2 suggested actions and a workplace review prompt.
Bring: an anonymised situation or use the supplied case. Exclude names, dispute correspondence, confidential project details and personal records.
Direct booking · GBP
Workshop prices
Book 1 place or all 4 for your company.
Super early birdPrice and closing date to be confirmed
Early birdPrice and closing date to be confirmed
| Booking | UK total including 20% UK VAT | Eligible non-UK business total without UK VAT |
|---|---|---|
| 1 participant | £180£150 + £30 UK VAT | £150Per participant |
| 1 company · All 4 places10% company discount | £648£540 + £108 UK VAT £162 per participant | £540£135 per participant |
Non-UK business bookings: we confirm business status, the receiving establishment and applicable taxes before invoicing. UK VAT applies to private individual bookings, including overseas individuals.
Interested in booking?
Tell us the workshop and number of places. We confirm availability, VAT treatment and booking-specific cancellation/refund terms, then send an invoice with Starling bank-transfer details. Places are confirmed after payment. Booking terms.
Or email training@newskilz.com.
Practical information and confidentiality
- Join on a laptop or desktop with a microphone, camera and reliable internet connection. Microsoft Teams joining instructions are sent by email.
- Participants may come from different companies. Attendance is subject to a confidentiality agreement covering NewSkilz and every participant. Use demo environments or fictional data; exclude customer information, passwords and sensitive material.
- The live workshop must not be recorded, photographed or transcribed. Screenshots, automated transcription and AI meeting assistants are not permitted.
- Preparation and follow-up submissions are sent privately to NewSkilz and will not be shared with other participants without your permission.
For access requirements or learning needs, contact NewSkilz before booking so we can discuss suitable arrangements.
Workshop questions
Is this about handling employee performance conversations?
The scenarios focus on SaaS customers and delivery relationships: scope, delays, dependencies and expectations. Internal performance management is a different topic.
What if I cannot approve the requested change?
Practise explaining your authority, clarifying the customer’s need and identifying who must evaluate the option or make the decision.
Must I discuss a live dispute?
No. Use the fictional case. An anonymised situation is optional and should contain only information approved for a public learning group.
Prefer private training? Discuss a remote or on-site workshop tailored to your team. Browse all public workshops.