Fun, easy to understand and
very very useful

Workshops

Over twenty years we've learned a lot whilst working with the world's best-known brands. We've carefully distilled that knowledge and poured it into our workshops. They cover the service communications subjects we get asked about most often. And we're always adding new courses (and dates). So if you can't find what you're after right now, check back again from time-to-time to see what else is coming up.

If the workshops are currently available as public courses you'll see the dates and locations below. They can also be private, where we come to you and tailor some of the content, or delivered as part of our improvement programmes.

Our workshops at a glance
This course is currently only available as a private workshop.
Get in touch for the latest on when and where our next public workshops will be.
This practical and fun one-day workshop is a great introduction to how you can help your advisors handle complaints better. Public and private sector service managers, team leaders, trainers and advisors will find it especially useful as it covers complaint exercises for advisors, information on why better complaint handling is important, our latest consumer research and how your organisation can manage complaints better.
This course is currently only available as a private workshop.
Get in touch for the latest on when and where our next public workshops will be.
Whether you work for a business or public sector organisation, this workshop will be of real benefit if you want to know more about the importance of writing for service and how to develop it. Again, contact centre managers, team leaders, trainers and advisors will find it hits the mark with exercises to improve writing that advisors can use, information about what affects the results of service and advice (as well as discussions) on how your organisation can go about managing writing better.
This course is currently only available as a private workshop.
Get in touch for the latest on when and where our next public workshops will be.
A great introduction to helping advisors develop their tone and improve service. Contact centre managers, team leaders, trainers and advisors will find this workshop useful as it contains exercises to improve tone that advisors can use, information on why it's so important as well as how organisations can go about managing tone better.
This course is currently only available as a private workshop.
Get in touch for the latest on when and where our next public workshops will be.
This practical and fun one-day workshop is a great introduction to how you can help your advisors handle complaints calls better. Public and private sector service managers, team leaders, trainers and advisors will find it especially useful as it covers complaint conversation exercises for advisors, information on why better complaint handling is important, our latest consumer research and how your organisation can manage complaints conversations better.
This course is currently only available as a private workshop.
Get in touch for the latest on when and where our next public workshops will be.
Whether you work for a business or public sector organisation this hands-on and enjoyable one-day workshop is a valuable introduction to how you can help your advisors write better complaint responses — whether they’re emails, letters or direct messages. Created for managers, team leaders, trainers and advisors it covers practical exercises to develop advisors' skills, insight into why handling complaints well is important, our latest consumer research and how you can manage complaint responses better.