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Excellence in Customer Service

Excellence in Customer Service

How to consistently meet and exceed your customers’ expectations

Excellent customer service depends on a carefully balanced combination of skill and the will to do better.

Course outline

This workshop is designed to help participants identify communication styles and build an appreciation of how different customers might express their needs. It demonstrates how individuals can flex their own personal style to influence the customer service outcome and anticipate the underlying expectations of the customer, to provide the right support at the right time.

Participants investigate effective questioning techniques, strategies to cope with challenging situations and develop practical tools for adopting a ‘can-do’ approach to achieve a personalised service.

The drama led course design encourages participants to test out realistic workplace conversations in a safe, consequence-free environment, receiving constructive, developmental feedback to help transfer their newly learned skills into the workplace.

It will benefit anyone working in a customer facing environment, either directly or in a supporting or supervisory role.

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At glance
  • time-icon Learning time
    Full day
  • workshop-icon Style
  • mask-icon Method
    LIVE Learning
  • blend-icon Optional:
    Half Day Customer Service Practice

Learning activities

Using a variety of proven drama led techniques and interactive exercises, the workshop engages the learner in the need for outstanding customer service and a desire to ‘stand out’ in their customers’ perception. It then continues to develop the learning by exploring supporting customer service theories and experiencing first-hand what good and bad practice looks like. The simulated workplace scenarios build a comprehensive understanding of what customer service excellence means.

The afternoon sessions are dedicated to embedding the key learning objectives, building on the scenarios introduced during the exploration stage, using Forum Theatre techniques to generate personal ownership of how to positively influence outcomes. Participants also have the opportunity to practise conversations pertinent to them in realplay sessions. Working with a Skills Coach in smaller break-out groups, participants test out their newly learned skills using their own personal scenarios and benefit from individual, constructive feedback from the Skills Coach and the group as appropriate.


By the end of the workshop participants will be able to apply proven customer services theories to their own workplace situation and have an in-depth appreciation the role they have to play in influencing the whole customer experience.
They will be able to recognise and adapt to customers’ communication style and service expectations, and flex their behaviour to better reach the desired customer service outcome.

Supporting Theory
  • Bolton & Bolton People’s Styles at Work
  • KPMG Nunwood’s Customer Experience Excellence Programme are “The Six Pillars ®”
  • Bowers & Bowers DESC script for Assertiveness
  • Daniel Coleman Five components of Emotional Intelligence

The session was pitched perfectly, and whilst the team had no real idea what to expect on the day it really had a punch from the very beginning.  It was totally relevant, felt very real and immediately helped the team relax and feel able to get involved.

Julia Easter – Micro Scooter, Customer Services Manager

View case study

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