Great customer service drives loyalty, repeat business, referrals, positive reviews and new opportunities. Yet the customer experience is often determined by small moments: the initial welcome, whether someone feels genuinely heard, how clearly information is communicated or how a problem is handled.

The Service Edge is an engaging and interactive workshop that develops the practical communication skills needed to turn everyday interactions into memorable customer experiences.

Designed for anyone in a customer-facing role, it applies equally to conversations held face to face, over the phone or through digital channels. At its heart, great service is about having a genuinely good conversation - but doing that consistently requires thought, skill and practice.  

Giving participants the ability to:

• Recognise the impact of both good and poor customer service

• Create positive first impressions and understand how unconscious bias can affect behaviour

• Make customers feel heard, understood and cared for

• Use questioning and active listening to hold more valuable conversations

• Build trust and strengthen customer loyalty

• Identify cross-sell and new-business opportunities naturally

• Handle resistance, complaints and dissatisfied customers with confidence