Dynamic Customer Service Workshop for Hospitality, Retail and Service-based Teams
The Dynamic Customer Service Workshop builds on the foundations you have already laid or helps you lay strong foundations from the very beginning.
Rather than simply looking at what we do, we’ll explore why we do it, helping your team understand how everyday decisions, conversations and micro-moments contribute to every customer experience.
Whether you’re preparing to launch a new business, opening a new venue, welcoming new team members, refreshing existing skills or investing in your people, this workshop is adapted around your organisation, your values and your customers, helping your organisation become the first choice for the service it delivers.
At the heart of the Dynamic Customer Service Workshop is Values 4®, which is a practical approach to understanding and delivering an exceptional customer experience.
Rather than asking people to remember long lists of customer service principles, Values 4® introduces four clear themes that help teams understand the thinking behind every interaction and how tapping into small opportunities can enhance the customer experience.
The four values are:
· Welcome
· Personalised
· Hassle-Free
· The fourth value? You’ll discover that together during the workshop.
Values 4® isn’t a script to follow. It’s a way of thinking that helps teams make confident decisions and create a customer experience that reflects your organisation, your values and your reputation.
The Dynamic Customer Service Workshop has been carefully designed so each session builds naturally on the one before, helping participants understand not only what great customer service looks like, but also the thinking behind it.
We’ll begin by exploring the foundations of customer service, including the legislation that supports it, before encouraging participants to think about what customers really want through practical discussions and scenarios.
Next, we’ll quite literally walk the customer journey together. Starting before the customer even walks through the door, we’ll experience your organisation through their eyes and identify opportunities to enhance the customer experience at every stage.
With those foundations in place, we’ll introduce Values 4®, Emerald TPDS’s Four Core Customer Service Values, providing a practical approach that can be adapted to your own organisation.
Building on everything we’ve explored so far, we’ll introduce the Service-to-Sale Pathway, demonstrating how outstanding customer service creates natural opportunities to recommend products and services ethically, confidently and at the right time.
Explore practical ways of responding to complaints and challenging situations while protecting both the customer experience and your organisation’s reputation.
We’ll finish by exploring why customer service doesn’t stop with the people who buy your products or services. Colleagues, suppliers and other departments all contribute to the customer experience, making strong internal relationships just as important as the service your customers receive.
Throughout the workshop, participants will take part in discussions, activities, scenarios and practical exercises designed to encourage ideas they can take straight back into the workplace.
Creating an exceptional customer experience doesn’t stop here.
Many organisations choose to follow the Dynamic Customer Service Workshop with our Dynamic Inclusive Customer Service Workshop, where the same customer service principles are explored through the lens of inclusivity. Together, the two workshops provide a natural progression, helping organisations create customer experiences that are welcoming, respectful and accessible to everyone.
The workshops can be delivered independently or as part of a planned learning journey. Many organisations choose to deliver the Dynamic Inclusive Customer Service Workshop within a month of completing the Dynamic Customer Service Workshop, allowing teams time to embed their learning before taking the next step.
If you choose to book both workshops together, we’ll create a bundle package, reducing the overall cost while providing your team with a complete customer service and inclusivity learning journey.
One-day workshop designed to help your team deliver exceptional customer service.
Half-day workshop exploring how to confidently support disabled customers and create a more inclusive customer experience.
Book both workshops together at a reduced bundle price. The one-day Customer Service Workshop is followed by the half-day Inclusive Customer Service Workshop, which can be delivered on the same visit or within one month, allowing your team time to embed their learning before taking the next step.
The Dynamic Customer Service Workshop brings together over 30 years of practical experience in customer service, hospitality, catering, operational management and learning and development.
Throughout my career, I’ve had the privilege of leading customer-facing teams across hotels, contract catering and public visitor attractions, progressing from Conference Host Manager to senior operational leadership roles, including Food & Beverage Operations Manager. Whatever the setting, the goal was always the same: deliver an experience that encouraged consistent customer loyalty and a workplace where people genuinely wanted to build their careers.
That approach resulted in consistently high Mystery Customer scores, exceptionally low levels of customer complaints and, perhaps the achievement I’m most proud of, outstanding staff retention. Many colleagues chose to develop their careers within the industry, with several progressing into senior management and Hotel Manager positions.
The Dynamic Customer Service Workshop reflects everything I’ve learnt throughout my career – what worked, what didn’t and the lessons that consistently delivered results. It is practical, adaptable and designed to help organisations create customer experiences that people remember for all the right reasons.
Every workshop is adapted to reflect your organisation, your customers, your values and the experience you want your customers to remember.
We also have the option of a Train the Trainer Course for the Dynamic Customer Service Workshop, specially designed for organisations that wish to deliver this workshop themselves. The details of this additional course are outlined below:
Duration: 3 Days
Maximum learners: 8
Investment: £2,250
This three-day Train the Trainer programme has been designed for organisations wishing to deliver the Emerald Dynamic Customer Service Workshop in-house.
As well as developing the knowledge, confidence and practical skills needed to deliver engaging training, delegates will become familiar with the Dynamic Customer Service Workshop, including the Values 4® framework.
Successful organisations will receive a five-year Values 4® licence, allowing them to deliver the workshop within their own organisation.
It is recommended that there are two or three days between Days Two and Three to give delegates time to prepare and practise their micro-teach.
Each delegate delivers part of the Dynamic Customer Service Workshop and receives supportive, constructive feedback to build confidence and refine their delivery.
*The Values 4® licence permits delivery of the Dynamic Customer Service Workshop within the licensed organisation only and is subject to the licence agreement.
Please click on a link to find out more about each course.
If you have multiple sites or departments where the Managers self-manage recruiting, this Recruitment and Interviewing Skills Training is ideal and will help to recruit the right people within the law.
Competencies are a great way to embed technical and behavioural skills consistently across your workforce. Examples of competencies can include: Opening and Closing the bar, using the till, customer/guest greeting, checking in, Room service from call to delivery and so on.
The possibilities are endless!
Call us about any of your front of house Hospitality Training requirements from in-house classroom training through to developing on-going, on-job competencies with measures of achievement inserted.
This is a great Hospitality and Cross Sector Supervisors in Action Training workshop for new and established supervisors to attend with lots of activity in the afternoon after the morning is spent laying the principles of being a supervisor.
This is a great Hospitality Training course for everyone working within your establishment. We look very keenly at the customer journey, their expectations and a lot more besides. Both front and back of house would benefit attending.
This session is ideal for organisations who want their teams to feel confident, natural and respectful when interacting face to face with disabled people in real, everyday service situations. It builds on existing awareness and policies, turning them into confident, everyday interactions.
This session is for organisations who want their managers, supervisors and team leaders to feel confident, natural and clear when dealing with sexual harassment in the workplace.
It helps people recognise situations early, respond appropriately, and support others with confidence in everyday interactions.
This Train The Trainer course is ideal if you want employees to ‘Champion’ topics such as Customer Service, Equality and Inclusion, Health and Safety, Induction Training, Workplace Procedures or other organisation-specific training.
This three-day Train the Trainer programme has been designed for organisations wishing to deliver the Emerald Dynamic Customer Service Workshop in-house.
As well as developing the knowledge, confidence and practical skills needed to deliver engaging training, delegates will become familiar with the Dynamic Customer Service Workshop, including the Values 4® framework.
Sometimes you only need a refresher. Sometimes there are several areas you would like your team to develop. That’s where the Emerald Hotch-Potch (Pick and Mix) comes in.
This flexible option allows you to build a workshop around your organisation’s priorities by selecting the topics that are most relevant to your team. Together, we’ll create a practical session that reflects your objectives rather than trying to fit everything into a standard course.
Emerald Training and People Development Services provides flexible and customised solutions for businesses looking to enhance their training and people development offerings, without the need for a full-time trainer or learning and development manager.
We know that eLearning and classroom training may not be suitable for every setting, and we go all out to find the best approach for your specific needs.
Our services include analysis, on-site face to face training, remote training, audit and training needs assessment, custom training/ learning and development design and delivery, induction uplift, and support with retaining employees through a robust career pathway.
If you’re in the Hospitality and Catering sector and think that you could benefit from our Dynamic Customer Service Workshop or any of our services we’d love to hear from you. You can fill in our contact form below:
We specialise in Employee Training and Development for the Adult Social Care, Hospitality and Catering sectors and our services include:
