Training & Development

Customer experience starts with your people

Less phew. More aha. Service is a continuous process of reflection and development. With our training and development programmes, we strengthen the knowledge, mindset and personality of employees and leaders. Sustainable, effective and driven from within your organisation. We empower people and embed an inspiring service mindset consistently across the entire organisation.

Our promise:

Enthusiasm for the customer perspective – and employees who live service mindset at every level.

For employees and leaders – with or without direct customer contact
To strengthen and improve internal service culture
To create momentum and a strong service mindset
For greater joy in service and stronger service skills
For confident handling of challenging customer situations
To increase NPS and customer satisfaction
For more empathy and higher-quality interactions in customer conversations

Training Programmes

Service is a mindset

A single behaviour training or an annual offsite alone does not create sustainable change. Organisations that want to energise teams with a distinctive service mindset need regular impulses and a well-designed training programme.

Workshops & Seminars

From empathy to complaint management

Less to-do, more ta-da. From leaders to apprentices – WOW! Experience concerns everyone. Internally and at the customer interface. With or without direct customer contact – everyone contributes to the customer experience. So how do we create the WOW factor? Through a strong customer focus and a shared understanding of service that people truly internalise and live. This is exactly where our workshops and seminars come in: they shift perspectives and spark enthusiasm for service. Individual and tailor-made. Varied, inspiring and for everyone – from the front office to regional management.

Development Programmes

Improving customer experience together

Together, not alone. Service mindset is best embedded when responsibility is shared across the organisation. Driven consistently by leaders in their day-to-day leadership – and supported by selected employees in daily operations. This is where our certification programmes come in. They equip internal ambassadors with the tools they need to ensure peer coaching works effectively within teams. And customer experience grows as a result.