Workshops & Seminars

Customer expectations are rising, and the demands placed on organisations in the service context are changing rapidly in the digital age. This makes it all the more important for a service mindset to be lived across the entire organisation. Leaders are the most important role models and drivers when it comes to consistently strengthening customer focus.

The result

Through a leadership workshop, your leaders are convinced of the importance of service as a key differentiator. They learn how to lead with a service mindset in a motivating way, translate it into their teams and follow through consistently. And most importantly: they enjoy carrying this “service spirit” into their teams.

Would you like to take it a step further and coach selected leaders in a more targeted way? Our modular leadership coaching enables individual goal-setting with clear commitment to implementation – creating credibility within teams and measurability across the organisation.

Formats designed to structurally embed a genuine service mindset within your organisation.

In a motivating workshop, we sharpen a shared understanding of service – through engaging stories, practical tips and interactive elements. Guided by the principle inspire rather than condition, we create awareness of service in both everyday life and the professional context.

Participants receive a well-equipped toolbox with practical tips and methods they can apply immediately. For example, they reflect on their self-efficacy and personal contribution to Customer WOW! Experience using the Circle of Influence.

The result

Teams that think and communicate across departments – so customers can truly feel: “Everyone here works hand in hand.” They are aligned, act proactively and place customers at the centre with genuine enthusiasm.

In this service workshop, an internal working group takes a close look at specific customer touchpoints and customer moments. Using the Customer WOW! Map, we work together to systematically translate your brand understanding into the desired service mindset – from the customer experience to employee behaviour, processes and leadership.

In this way, we define the experience from the customer’s perspective and develop practical, implementation-oriented measures for lived and structurally embedded customer delight.

The result

Clear fields of action and concrete measures for a lived service mindset. Internal service processes that run smoothly – and a customer experience that truly delights. Because the results create clarity for all employees and enable them to understand and confidently use their decision-making scope.

In a multi-part workshop series, we give the topic of communication new momentum and align it even more closely with your customers. In interactive, hands-on workshops, we jointly define service standards and train key communication areas.

Based on real customer situations and enquiries, we create clear guidelines and develop empathetic text modules that enhance both written and direct customer communication – including for service desk tools such as Zendesk.

The result

An excellent interplay of smart standards that save time while leaving room for individual WOW moments. A consistent communication approach that is tangible at every touchpoint. Employees who communicate confidently and effectively, always keeping the customer in focus.

Empathy works wonders when people work together. When we succeed not only in understanding the arguments of others but also the emotions and needs behind them, collaboration becomes much easier. Leaders, in turn, are better able to engage and guide their teams through change processes. They communicate difficult decisions with greater appreciation and implement them more smoothly.

In customer interactions, empathy achieves a great deal. In critical situations, for example, it makes us more resilient – at least to some extent. When we feel personally attacked, empathy helps us understand the emotions and needs of the other person. It provides valuable context for their behaviour and perception. This allows us to leave negative energy where it belongs: with the other person.

In our workshops, we help participants put on an “empathy lens”. They learn to consciously adopt different perspectives and better understand the customer’s world. This enables them to anticipate customer needs more effectively and choose the right words with sensitivity in every conversation. Empathy, therefore, makes many situations in life easier and is the foundation for excellent quality of interaction.

The result

Empathy prevents premature conclusions and narrow-minded thinking. Participants move away from impulsive reactions and are able to make sound decisions with professional distance. They build trust and create a personal quality of interaction that truly stays with people.

We just execute and no longer act. That is how Hartmut Rosa, the renowned sociologist, puts it. But that is precisely what takes our breath away, stifles our joy of life — and our entrepreneurial spirit. Control stifles responsibility, creativity and a service mindset.

The mindless processing of predefined procedures does not do justice to service excellence. On the contrary, processes that leave no room for personal initiative ultimately run into a dead end. Worse, they destroy motivation and send employees into inner resignation. Customers turn away disappointed when the process and its solution do not fit them — and are not allowed to be adapted.

An intelligent service organization combines both: frameworks that create efficiency, and enough freedom for individual solutions to be possible.

This is how employees experience their own effectiveness and feel that their work is meaningful. Customers feel seen and understood. This gives everyone a sense of joy — and gives the company the energy to grow.

If you too want to let your service organization bloom anew in this spirit — we have the right fertilizer for you: our Impulse Day.

• Experience creates insight. Short interactive elements help participants deepen the theory in an engaging way.
• To the point. Memorable food for thought provides new perspectives and lasting aha moments.
• Practice over theory. Entertaining, humorous and genuine examples from real business experience and 25 years of consulting make you want to embrace service excellence.
• Spot-on tone with sensitivity. Clear, appreciative and inspiring — sensitive topics are addressed with confidence and at eye level.
• Motivation to take action. Participants receive concrete recommendations for implementation in everyday life.

The Result

PUSH is a day full of inspiration for an everyday life that makes room for shaping and connection. A day on which we work together with your teams rather than just for them. A day that unites process and freedom and turns execution back into action. A day that simply pushes.