How to Deliver a Customer Service Workshop (and Why You Should)

Great customer service isn’t just about being polite—it’s about creating genuine connections, building trust, and leaving customers feeling valued. And like any part of your business, excellent service doesn’t happen by accident. It takes intention, clarity, and consistency.

That’s where a customer service workshop comes in.

At 1 Accounts, we recently created our own Customer Service Workshop Toolkit—and we’re now offering it free to other business owners who want to inspire their teams. Just email jade@1accounts.co.uk or give us a call to get your copy.

But first—here’s how (and why) to run a great customer service workshop in your own business.

Why Run a Customer Service Workshop?

Even if you’ve got a brilliant team, it’s worth stopping to reflect:

• What does “great service” actually look like for your business?

• What do customers already love—and how can you do more of that?

• What happens when things go wrong?

• And how do you want people to feel after they interact with you?

This kind of shared thinking builds confidence, consistency, and a stronger culture of care in your team.

How to Run the Workshop

1. Start with the Purpose

Set the tone by explaining why this matters. It’s not about criticising anyone—it’s about raising the bar, working as a team, and taking pride in the customer experience.

You’ll ideally need:

• A whiteboard or flipchart

• Space for group work (tables or breakout areas)

• 60–90 minutes of time

• Pens, sticky notes, and open minds!

2. Reflect on Great Service

Ask each person to share a time they received brilliant customer service—in 1–2 sentences.
Write down common words that come up like:
Helpful, fast, friendly, clear, felt listened to, went the extra mile.

This reminds everyone what “great” actually feels like—and that it’s often the little things that stick with us.

3. Celebrate What You Already Do Well

In small groups, ask:
“What do our clients already love about us?”
Use prompts like:

• Are we especially friendly or responsive?

• Do we explain things clearly?

• Do clients often compliment specific team members?

Get each group to share 2–3 highlights and record them as a team.

4. Handle Common Customer Scenarios

Present a few real-life situations and ask groups to talk through how they’d respond.

Examples:

• A customer is chasing something urgently.

• A customer doesn’t understand what’s been sent.

• A frustrated client says, “No one got back to me.”

• A client praises someone—how do you make the most of that?

This helps your team find the tone and approach that fits your business values.

5. Reflect and Commit to Change

Invite each team or individual to reflect on what they could do better.
Then ask them to commit to one positive customer service change they’ll put into action—something small and meaningful.

6. End with Feeling

One of our favourite parts:
“What one sentence sums up how we want clients to feel after speaking to us?”
In groups, come up with your own sentence (e.g. “I felt supported and in safe hands.”) and share it with the room.
This becomes your emotional north star for future service.

Want the Workshop Pack?

We’ve put together a full presentation with all the slides and activity prompts so you can run this in your own business. It’s easy to deliver, fun to do, and gets great results.

👉 Just email jade@1accounts.co.uk or give us a call—we’ll send it straight to you.

Let’s raise the standard of service, together.

🎧 Hear Us Talk About It on the Podcast

Want to hear how we use this in our own team? We recently chatted about the workshop—and why we believe customer service is everyone’s job—on our podcast “Business with the Donnos.”
Tune in on Spotify, Apple Podcasts, or wherever you get your podcasts!