Human-centred, customer-focused

Training courses for curious humans

We’ve taken our knowledge and learning from 25 years in customer experience and put it into a series of online, self-directed and instructor led courses. Built around the most common topics we hear from clients – combined with our approach to human-centred thinking.

Choose the best training approach for you


Instructor-led, in-house

In-house, at your offices or somewhere accessible by your teams.

Self-directed, online

Self-directed, online courses you and your team can do anywhere and anytime.

Bite-sized modules

Combine our modules with your existing training or with larger programmes – pick the topics that best suit you.

Try OUR NEW, ONLINE COURSE

Writing & Communication Course


Not just another business writing course but an entirely new way of thinking about communicating with customers and colleagues. A courses you can take as a group or on your own – at your own pace. Packed full of content.

Our topics & courses


Customer Service Communication Skills

This course will give your teams a solid foundation in human-centred communication skills. Empowering them with the confidence, perspective and tools to communicate effectively with customers.

Customer Complaint Handling

Having the skills to manage complaints effectively reduces escalation, improves satisfaction and increases customer loyalty. It also gives your customer care teams the empowerment to manage emotionally charged situations with confidence.

Live Chat Training for Customer Support

Empower your teams with skills, best practice and processes that make live chat an effective customer support tool. Designed around customer care and technical teams our training will give your teams the skills they need to make every conversation count.

Writing Skills Training for Customer Service

This course is for you if you interact with customers (or for customers) face-to-face, over the web, using digital channels or on the phone. We also cover communicating with customers, where understanding how to apply customer services skills makes the difference between engagement and failure.

Customer Service Email Training

Get the confidence to use email effectively with customers.  In many ways using email to look after customers is just the same as picking up the phone. In other ways, it’s profoundly different.  So you need the best of traditional customer care skills as well as a new approach that understands how email can profoundly impact how customers see you – and it’s not always what you say but how you say it. That’s what you get on this course.

Tone of Voice Training

Tone of voice training for service teams – help them sound like the ace human beings they are. This is a hands on, collaborative course to help service teams define and start using a human tone of voice in the way they communicate.

Customer Service Manager Training Course

Managing customer service teams today is harder than ever.  Effective management is the one single factor that makes the difference between you and your team thriving or struggling. If customer service managers can effectively lead and motivate their team members, they will achieve the consistently excellent levels of service required to thrive in such a dynamic and competitive environment.

Customer Service Excellence

This course is for you if you interact with customers (or for customers) face-to-face, over the web, using digital channels or on the phone. We also cover communicating with customers, where understanding how to apply customer services skills makes the difference between engagement and failure.

We’ve developed training material for human-centred brands like these

Logo for PayPal
Logo for Prudential Hong Kong

See more of our clients