Customer service
It’s often the little things that make the difference
Our customer service workshops combine insight, practice, and interaction to help participants deepen their understanding of great service — and how to handle challenging situations with confidence and care.
This is very practical training. Led by experienced actor facilitators, the workshop uses interactive scenarios and forum theatre to bring real customer interactions to life. Participants actively engage with the material, test out new approaches, and reflect on how their communication style affects outcomes.
Through a mix of discussion, practice, and feedback, we create a dynamic learning space where people can experiment safely, build confidence, and leave with practical tools that transfer directly to the workplace.
Course outline
In this course, participants will share views on Customer service – who do we have to deal with and what obstacles do we need to overcome? What works? What doesn’t? How confident do we feel?
We’ll look at how our personal impact can make a difference - raising self-awareness and the importance of creating the right impression.
We’ll look at what good and bad customer service looks like and through Forum theatre engage participants in getting us from bad to good, so they can see the words and actions that are needed to deliver great customer service. Topics such as rapport, active listening, tailoring our communication to meet the customer’s needs as well as our own are covered.
We’ll look at how to deal with difficult customers – not just what to say but how to say it so that the situation is resolved effectively. Participants will leave with a ready to use tool kit that they can immediately put into practice in their everyday interactions with customers.
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“Activation Business Theatre are brilliant! Paul and Jane have run over 100 events for us. Their unique approach brings customer service to life in a fun way that helps participants see things from the patient perspective and to adapt some very simple tips to improve their interactions with patients.”
Fionnuala O'Donnell, Programme Manager North West London Training Hub
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“I will not hesitate to recommend this course to anyone. This is a rare treat. Gave me confidence in a wide range of encounters between patients and relatives.”
Course Participant, The Christie NHS Trust
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“Activation Business Theatre provided customer service training in a dynamic and interactive way. Their enacting of scenes really challenged receptionists to look at themselves and others in a fresh, new light. Excellent techniques to change behaviours and lots of fun.”
Annette Alcock, Primary Care Workforce Lead, NHS Hillingdon CCG
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Unlock your potential…
Format: Virtual or in person
Length: 3 hours
Participants: 4-12
A clear understanding of what great customer service looks and feels like — from both sides of the interaction.
Strategies for managing difficult customers and challenging situations with professionalism and calm.
Enhanced questioning and active listening skills to build trust and get to the heart of a customer’s needs.
Greater awareness of the role empathy plays in customer service, and how to apply it authentically.
Shared best practices through group reflection and real-time feedback — creating a collective learning experience.
Increased confidence to apply new skills back in the workplace, both individually and as a team.