Private in-house workshop
Customer-Focused Culture Workshop
A practical, high-energy workshop that helps your whole organisation reset how it thinks about customers and service.
Designed for private delivery, this workshop brings together frontline staff, support teams and leaders to build a shared customer mindset, consistent service behaviours and more professional communication in every interaction.
Every program includes a planning session with your key `stakeholders so we can tailor the content to your goals, pain points and customer expectations.
This workshop is ideal for organisations that want to lift consistency, reduce customer frustration and build a stronger service culture without the fluff.
It gives your team practical tools they can use immediately — on the phone, in writing and face to face — backed by real-world best practice instead of clichés.
- Whole-of-business program
- 3-hour core with extended options
- Suitable for all industries and roles
- Delivered online or onsite, for your team only.
Why this workshop matters
Most organisations want a “customer-first” culture, but day-to-day reality often looks different. Teams are busy, expectations aren’t always clear, and service behaviours vary wildly between people, departments and locations.
The Customer-Focused Culture Workshop gives everyone a shared understanding of what great service looks like in your business. It connects the dots between strategy, customer expectations and real conversations, so staff can see how their role impacts the experience.
Instead of generic slogans, your people walk away with practical language, behaviours and tools they can use immediately – on the phone, in writing and face to face – to lift professionalism, consistency and confidence.
Align everyone to a clear standard
Create a common language for service so leaders, frontline staff and support teams are all working to the same expectations – not their own personal version of “good enough”.
Reduce frustration for customers & staff
Tackle the behaviours that drive complaints, repeat contacts and escalation. Give staff simple, repeatable approaches for managing tricky conversations more calmly and professionally.
Turn intent into everyday behaviour
Move beyond posters and values statements. This workshop links your customer promises to concrete skills and behaviours, so the culture you talk about is the culture customers actually experience.
Who is this workshop suitable for?
This workshop is designed for every team in your organisation because customer experience is shaped by decisions, processes and communication across the whole business, not just by frontline interactions.
Whole-of-business focus
Not just “customer service” roles
If your work influences customers directly or indirectly, this workshop is relevant – whether you approve refunds, design campaigns, manage systems, pay invoices or lead teams.
- Connect every role to the customer impact
- Break down “that’s not my job” thinking
- Give staff a shared language for great service
Teams that typically attend
Cross-functional groups work best
- Operations & Administration
- Finance & Billing
- Marketing & Communications
- HR, People & Culture
- Technology & Digital
- Logistics & Fulfilment
- Customer-facing teams
- Team Leaders, Managers & Executives
Mixing departments helps people see the full customer journey, not just their own piece of it.
When this workshop is a good fit
Signs you’re ready for a reset
- Service feels inconsistent across teams or locations
- Customers bounce between departments to get answers
- Internal handovers create friction or rework
- Your values talk “customer first”, but daily behaviour doesn’t match
This workshop helps you turn customer promises into everyday behaviour across the whole business.
Looking for more niche or advanced customer service skills instead of a whole-of-business culture reset?
Explore our dedicated customer service training courses for role-specific programs.
What’s covered in this workshop
The Customer-Focused Culture Workshop blends practical tools, behavioural psychology and real examples from your organisation to help every employee understand their impact on customers — regardless of role.
We tailor the session based on your goals, pain points and customer expectations, ensuring examples and activities feel relevant, not generic.
Core themes we explore
Customer-focused mindset
- Seeing customer experience as a whole-of-business responsibility.
- Understanding how internal processes shape external outcomes.
- Trade-offs, decision-making and effort reduction.
- The psychology behind trust, confidence and emotional memory.
Standards, language & behaviours
- Clear, consistent service standards everyone can follow.
- Simple language tools for email, chat, phone and in-person interactions.
- Reducing friction between departments through better communication.
- Behaviour shifts that make service reliable and predictable.
Real scenarios & practical action
- Working through real examples from your business.
- Identifying “moments that matter” in customer journeys.
- Quick-win improvements teams can apply immediately.
- Clear priorities and ownership to sustain culture change.
View sample modules that can be included in your workshop
1. Key Service Principles
Explore the foundational service principles that drive organisational success – Ownership, Proactivity, Expectation Management, Clarity and Consistency – and how each shapes a better service culture.
2. The Psychology of Customer Service
Understand what customers really want and need, based on decades of behavioural research. Learn the two elements that underpin great experiences: the Fundamentals that build trust, and the Differentiators that set your service apart.
3. The Service Experience Method
Unpack the five core competencies that form the backbone of the ACXPA Service Standards. Discover how they elevate both sales and service conversations across every touchpoint, internal or external.
4. How to Engage (Phone)
Learn how to spark the right emotional connection with customers over the phone. Participants will practise real-world simulations to master tone, structure, and intent – all without relying on rigid scripts.
5. How to Engage (Written)
Learn how to write strong opening paragraphs that acknowledge customer needs, express appreciation, and establish trust through empathy, ownership, and clear expectation setting.
6. How to Close any Call or Interaction
Master the art of ending calls, conversations or meetings with clarity and confidence by applying final checks, warm gratitude, and a professional, polished close.
7. How to Close (Written)
Learn to wrap up written interactions with professionalism and warmth by confirming actions or timeframes, thanking the customer, and inviting further engagement where appropriate.
8. Dealing with More Difficult Customers
Build confidence in managing challenging interactions using a proven three-step approach. Participants will practise empathy, assertive communication, and outcome-focused language to reduce conflict and improve results.
9. Better Conversations
Discover how to use powerful questioning techniques (inspired by the FBI!) to create deeper, more insightful conversations. These skills help staff uncover true customer needs faster – and apply them in everyday life too.
10. Presentation Skills
Enhance your team’s impact when communicating with customers or colleagues by mastering key delivery skills – dynamic presence, vocal projection, purposeful pausing, confident body language, and audience engagement techniques.
Your Digital Handbook (Optional)
If your organisation wants ongoing reinforcement after the workshop, we can provide a professionally designed digital handbook summarising the key tools, behaviours and language introduced during the session.
It’s a simple way to help your team keep the momentum going without adding extra admin or running additional sessions.
- A clear summary of the key concepts and behaviours taught
- Handy tips, reminders and proven customer-focused phrases
- Printable prompts your team can keep at their desk
- Optional co-branding with your organisation’s logo
The handbook is optional and included on request — many organisations appreciate having a practical resource their people can refer to long after the workshop is complete.
Formats & delivery
The Customer-Focused Culture Workshop is delivered as a private program for your organisation, so we can align the format with your locations, ways of working and operational constraints.
You choose how people join the workshop – we’ll shape the agenda and timing around your goals and existing initiatives.
In-person at your workplace or venue
Ideal when you want energy in the room and the chance for people to connect across teams. We come to you, or a venue you’ve selected.
- Best for whole-of-business culture resets and leadership visibility.
- Works well alongside staff forums, strategy days or town halls.
- Flexible start times to fit around contact centre or shift operations.
Virtual workshop for distributed teams
Designed for teams spread across locations or working from home. Delivered live with interaction, breakout discussions and practical activities.
- Perfect when you need consistent messaging across multiple sites.
- Can be run as a single 3-hour block or split into shorter sessions.
- Minimal disruption to operations – staff can join from any location.
Blended groups across locations
Combine in-room and online participants so everyone can take part, regardless of where they are based.
- Suited to organisations with major hubs plus remote or regional teams.
- We help you design groups that mix roles, levels and locations effectively.
- Can be paired with follow-up virtual sessions for leaders or key teams.
Timing & how it fits with other training
The core format is a 3-hour workshop designed for all employees. It works as a powerful whole-of-business reset that gives everyone a shared language for customers and service.
Workshops are intentionally delivered in small groups of around 10–15 people so the session stays interactive, personal and discussion-driven – not a lecture. This gives every participant the chance to contribute and get real-world examples applied to their role.
- Run as a single high-energy session, or split into two shorter blocks if needed.
- Suitable for mixed groups across functions, levels and locations.
- After this workshop, we typically recommend role-specific programs for customer support, CX, contact centres and leadership to deepen skills in critical roles.
Worried about whether online training will be as effective as face-to-face? Learn how our live online customer service training works .
Who Will Run Your Workshop?
The Customer-Focused Culture Workshop is delivered by one of our senior facilitators – all with deep experience in customer experience, contact centres and leading large teams. We’ll match the trainer to your organisation, audience and goals.
Simon Blair
Customer Service Trainer
Simon has trained thousands of employees across Australia in phone, face-to-face and written customer service, with a focus on practical skills staff can apply immediately.
His sessions are energetic, engaging and highly practical – perfect for teams who need to lift service standards without generic theory.
Justin Tippett
CX & Customer Leadership Expert
Founder of CX Skills and a leading Australian authority on customer experience and service culture. Justin has spent 25+ years helping organisations improve service outcomes across both public and private sectors.
He also serves as CEO of the Australian Customer Experience Professionals Association (ACXPA), shaping national CX standards and industry development.
Nathan Burke
Leadership & Performance Coach
Nathan blends elite sport experience with decades of work in business and education to help teams build high-performance habits.
He specialises in mindset, accountability and behaviour change – ideal when you want your culture message to land at every level.
Why organisations choose CX Skills for culture & service training
Organisations across Australia trust CX Skills to build stronger service cultures — from financial services and utilities to education, healthcare, government and tech. Our programs shift real behaviour, not just motivation.
- Whole-of-business relevance: Designed for leaders, support teams and frontline employees, so everyone builds a shared understanding of what “great service” actually looks like in your organisation.
- Backed by ACXPA: Proudely developed with the support of ACXPA, Australia’s leading customer experience association, ensuring the workshop reflects modern CX thinking and industry best practice.
- Flexible private delivery: Delivered onsite, live online or hybrid. Sessions are intentionally capped (usually under 15 people) to stay interactive, personalised and practical.
- Trainers with genuine operational expertise: Your facilitators have led real service teams, contact centres and transformation programs — not generalist trainers reading off slides.
Awesome training!
Learning how to properly introduce myself and leave a good impression is something that will help me on the Service Desk everyday.
Fantastic - Highly Recommend!
I had the pleasure of attending a customer service training session today with Simon Blair, and it was fantastic! The trainer was incredibly knowledgeable, engaging, and made the session both informative and enjoyable.
Their real-world examples and interactive approach really brought the concepts to life. I left feeling more confident and equipped to deliver excellent customer service. Highly recommend!
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Valuable Insights and Engaging!
The presentation by Simon was excellent. Simon is a very enthusiastic presenter who presented the information content very well. I learned some valuable insights into customer service and techniques with engaging people. Well done 🙂
What you kind of knew but didn't know you knew!
This training explains exactly *why* good customer experiences are good and how to make them good for your customers. Best of all Simon builds a framework you can use in all your interactions and provides scenario insights that help you make the connection between the framework and how to use it in all the various types of customer interactions you have day-to-day, whatever your role.
E.g., having a clear framework for the Engage step make a huge difference. Once you understand the CX framework Simon teaches, just saying ‘hello’ becomes more purposeful. Having that conscious intent and being focussed on establishing trust when you kick-off that initial meet-and-greet makes a huge difference to the whole meeting.
I will be reviewing Simon’s excellent and simple-to follow CX framework as an essential part of my pre-meeting preparation for – well – just about everything from now on.
Excellent course On Customer Service Essentials
I found this course to be extremely engaging and enjoyable. Simon is a fantastic facilitator, very articulate, charismatic, and knowledgeable.
We learned some wonderful tips on how to engage customers and keep the dialogue succinct, cordial, respectful, and outcome driven.
I would highly recommend this course to anyone considering doing it, and especially if you work in the customer service industry or manage a team that does. AAA+
Great session!!
Simon is a great trainer and there were many take aways from the session. He engaged everyone throughout the training!
Awesome Training Provided by Simon!
Awesome training provided by Simon, all the scenarios he gave with examples, and he also gave a live demo in the training which I enjoyed!
Great Refresher & Information
Training was very informative and hands-on experience of the situation. Something we do every day but did not realise that we are following same principles. Thanks for refreshing the concept!
Excellent training!
It’s clear that Simon was a natural in providing us customer service training – I appreciated the enthusiasm and energy and found the learnings insightful.
Very engaging and knowledgeable with teaching of useful skills
The course was fantastic with a good amount of information and how to implement the strategies and tactics to ensure you get the customer on-side. Simon was a personable presenter. He was able to give examples and explain why the skillsets work and how to employ them.
Customer Service Training - Short but Sweet!
Simon provided the perfect balance to deliver an enjoyable but focused message that I think met the needs of our newer staff members as well as our more seasoned staff who live and breathe ‘customer service’.
Having a mixed audience from across our practices for these sessions was a great format, and Simon’s approach was very well received.
I am sure everyone learnt something to take back and hone to improve the service experience for our customers (internal and external), and even our social lives. Thank You Simon!
Easy to remember, incredibly useful and effective content.
Simon was a great presenter. I found the system really helpful and applicable, not only in a work setting!
Excellent breakdown of customer psychology
As somebody who’s been in the customer function for 20 years now, I have great appreciation for how Simon broke down the interactions with customers and the psychology of how customers interpret and react to the messages we deliver.
Highly recommend Simon as a content & training provider!
Great content and superbly delivered by Simon
Simon took us through a customer service refresher. I learned new skills that will defo go into my repertoire as additional skills I can use with my team and our customers. Great content and superbly delivered by Simon.
One of the most awesome sessions I ever had in my overall career!
It was an awesome session with lots of real time examples to better relate to the content and truly embed what has been taught.
I was able to enjoy the whole 3 hour session without getting bored once! The trainer (Simon) knew how to conduct his content in such an interactive manner and so much involved and connected to each of the trainees.
Good Theory and Practice
Really enjoyable session, feel like a good use of time. The session felt like 40min as opposed to the full three hour block!
The focus on structure and technic meant that the content was well conveyed and practiced in the session.
Amazing!
Highly recommended! Simon taught skills you probably use every day but brought format and structure to it.
Makes you highly aware of how we form conversations and steer them in a direction where you get results.
Simon was very engaging and fun during the session, and I could take value from it and further apply it to everyday interactions.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing & what’s included
The Customer-Focused Culture Workshop is delivered as a private program for your organisation, so pricing depends on your delivery format, group size and how many workshops you schedule.
You’ll receive a clear, itemised quote with no hidden extras. Travel (where required) and any follow-up sessions are agreed upfront.
How pricing works
- Base price of $288 per person (ex GST) for a 3-hour workshop with a small, interactive group (typically 10–15 participants).
- Volume discounts apply when you run multiple sessions or train larger groups across different teams or locations.
- Options to add follow-up modules or role-specific sessions for CX, support or contact centre teams.
- Simple onsite, online or hybrid pricing depending on how you’d like the session delivered.
Share your team size, locations and timing in the enquiry form and we’ll recommend the most cost-effective structure for your organisation.
What’s included in every workshop
- Discovery call to confirm goals, audience and customer context.
- Examples, language and scenarios tailored to your organisation.
- A highly interactive 3-hour workshop for a small group (around 10–15 people) with discussions, activities and practice — not a lecture.
- Digital handouts or reference materials for participants.
- Guidance for leaders on keeping the culture shift alive after the session.
What can change your investment
- How many workshops you run and where they’re delivered.
- Your delivery format: onsite, live online or hybrid.
- Additional role-specific programs for CX, support or contact centres.
- Any deeper customisation of the workshop content or materials.
- Travel and accommodation where in-person delivery is requested.
Everything is itemised clearly in your proposal so you know exactly what you’re paying for.
Frequently asked questions
Here are the questions we’re asked most often about the Customer-Focused Culture Workshop.
What are the minimum numbers required?
We require a minimum of six employees per session to ensure discussions and activities work properly in a small-cohort format.
What is the maximum number of employees per session?
We recommend keeping groups to 10–15 people. This ensures the workshop stays interactive rather than lecture-style.
What is the maximum number of employees you can train?
The program is fully scalable. One organisation recently trained 350+ employees through multiple small-cohort sessions. We’ll schedule as many sessions as you need to reach everyone.
What dates and times can the training be conducted?
We’re flexible. Sessions can run morning, afternoon, after-hours or midweek. Live online delivery offers the most convenience across locations and shifts.
For onsite training, can you run multiple sessions in the same day?
Yes. Many clients schedule AM and PM sessions to minimise downtime and reach more staff.
Can the workshop run longer than 3 hours?
The standard format is a 3-hour workshop. It gives teams the core skills and behavioural foundations without pulling them out of the business for a full day.
If you need more depth or want to spend additional time on specific modules – for example empathy, communication, complaint handling or service recovery – we can expand the workshop into a half-day or full-day format.
Longer formats allow us to run more applied practice, explore real scenarios from your organisation and address deeper pain points that require more than the core session.
Just let us know what you’re trying to solve, and we’ll recommend the right duration for your team.
Is the workshop suitable for remote or multi-site teams?
Absolutely. We deliver the workshop onsite, live online or hybrid. Online sessions include cameras-on discussions, breakout activities and real examples to keep the energy up.
Can we include our own products, processes or scenarios?
Yes — we encourage it. We can incorporate your real-life scenarios, customer interactions, internal language and examples so the workshop feels like it's built for your organisation.
Can the workshop be tailored to our industry or challenges?
Yes. We tailor examples and activities around your audience, goals, customer expectations and internal reality. The program always feels relevant rather than generic.
What are the costs for onsite training?
Our trainers are Melbourne-based, so travel costs apply for interstate onsite delivery. If you’re booking only one session in another state, online delivery may be more cost-effective. For larger groups we’ll help you find the best structure for your budget.
How long is the planning session before the workshop?
We’ll schedule a short planning call with your key stakeholders to confirm goals, audience, logistics and any internal initiatives we should align to.
Typically 30–60 minutes is enough to shape the workshop and agree on key examples, language and priorities. If your organisation is large or the brief is complex, we can split this into a couple of shorter conversations.
Is a workbook or handbook included?
We can provide a professionally designed digital handbook to support your team’s learning after the workshop. Not every organisation needs one, so we include it on request.
The handbook summarises the key principles, phrases and behaviours covered in the workshop, plus helpful reminders your team can apply on the job.
Can you customise the training or run role-specific sessions?
Yes. Many organisations start with the whole-of-business workshop, then add role-specific programs for teams who need deeper capability.
We offer specialist training across:
We can tailor follow-up workshops or masterclasses for your CX, support, leadership, WFM or customer-facing teams.
How do travel costs work for onsite delivery?
All our trainers are based in Melbourne, so interstate or regional workshops will incur travel costs. These are itemised separately in your proposal.
As a guide, travel costs typically start from around $1,000, depending on your location, flight availability, accommodation requirements and session timing.
We generally arrange for your trainer to arrive the night before. It avoids flight delays, helps ensure an on-time start, and means the workshop isn’t impacted by same-day travel.
For multi-day workshops, the return flights are usually the biggest component, so running sessions on consecutive days can reduce your overall travel cost.
Do employees receive a certificate?
Certificates can be provided if required, but most organisations don’t need them for this style of workshop. We’re happy to supply them on request for teams who find them useful.
Ready to talk about this workshop?
Share a few details about your teams and we’ll come back with recommended formats, pricing and dates. We’ll shape the workshop around your goals, locations and internal initiatives – not a generic off-the-shelf program.
We typically respond within one business day. If you need something urgent, call and we’ll see what we can move.