Customer Service Training
Drama-based customer service training that equips teams with practical skills, confident behaviours and communication tools to deliver exceptional customer experiences — developed with you, not delivered at you.
Our customer service training helps employees build confidence, strengthen communication and respond effectively in real-world interactions — whether face-to-face, online or on the phone. Designed to drive behavioural outcomes, not just tick a course box.
Organisations often have customer service standards, written values or scripts — but real interactions don’t always go to plan. Everyday conversations with customers are shaped by tone, confidence, judgement and communication — not just procedures.
That means teams:
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lack confidence in handling real customer enquiries
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struggle with complaint responses or difficult exchanges
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rely on theory rather than practice under pressure
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don’t always deliver consistent service experiences
So the question isn’t whether to train, it’s:
How do we train in ways that build confidence, influence behaviour and improve real outcomes?
Our approach: behaviour-led, scenario-based learning
We don’t teach customer service as abstract concepts. Our approach uses drama-based learning and real scenarios that reflect your organisation’s context. Participants observe, discuss and practice, leading to deeper insight and stronger behavioural change.
Key elements of our approach:
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Scenario-based experiences that mirror real interactions
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Facilitated reflection and discussion
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Practice that builds confidence, not scripts
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Communication techniques grounded in real work
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Focus on consistency and quality of customer experience
Download your programme menu here
"CBH were delighted with the full staff awareness raising sessions conducted by the Garnett Foundation on Equality and Diversity. The test has to be that the format is one which staff have clearly both enjoyed and remembered. The enthusiasm of the actors and the ability to interact is an excellent combination to “making it real”. We look forward to working together again.”
Chief Executive, Cheltenham Borough Homes
Sectors We Work With
Customer service training across sectors
Our customer service training is adapted to the realities of different sectors, recognising that customer expectations, pressures and interactions vary widely. We design scenarios and facilitation to reflect the environments your teams operate in.
Retail customer service training
In retail environments, customer service is fast-paced, visible and emotionally charged. Our retail customer service training supports teams to handle high volumes, manage complaints in the moment and maintain professionalism under pressure, while still delivering positive customer experiences.
This work focuses on confidence, consistency and judgement in real, customer-facing interactions.
Hospitality customer service training
Hospitality teams balance service quality with time pressure, emotional labour and guest expectations. Our hospitality customer service training helps staff communicate clearly, respond constructively to challenges and deliver calm, confident service even during busy or high-stress periods.
Scenarios reflect real guest interactions, not idealised service scripts.
Public-facing roles in government often involve complex enquiries, heightened emotions and high expectations of fairness and clarity. Our government customer service training supports teams to manage difficult interactions professionally, communicate clearly and maintain trust while working within public service constraints.
The focus is on respectful communication, consistency and confidence in decision-making.
Healthcare environments demand empathy, clarity and professionalism, often in emotionally sensitive situations. Our healthcare customer service training helps staff balance compassion with boundaries, communicate effectively with patients and families, and manage challenging interactions calmly and respectfully.
Training is grounded in real scenarios that reflect the pressures of healthcare settings.
Public sector customer service training
Across the public sector, customer service often involves accountability, scrutiny and complex stakeholder needs. Our public sector customer service training supports teams to navigate challenging conversations, explain decisions clearly and deliver consistent service experiences aligned with organisational values.
The emphasis is on judgement, communication and behavioural consistency rather than scripts.
Working in partnership with you
Our process is collaborative and tailored:
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Discovery & understanding your people
We talk with you to understand your customer landscape, service standards and team needs. -
Co-designing scenarios
We develop scenarios and practice opportunities that reflect your real interactions. -
Facilitated delivery
Sessions (in-person or virtual) that create safe exploration and learning -
Embedding change
Tools, tips and follow-up that support sustained behavioural improvements.
Measurable impact & outcomes
This training helps teams to:
Expand confidence in customer interactions
Strengthen communication and problem-solving
Deliver more consistent service experiences
Reduce escalation and repeat enquiries
Align behaviours with organisational standards
Our clients consistently report high recommendation rates and measurable improvements in service practice.
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Start with a conversation
If you’re noticing inconsistency in customer interactions — whether that’s confidence, communication, complaint handling or tone — the first step is simply to talk.
We’ll take time to understand your teams, your customers and the situations that matter most, and help you explore whether this approach to customer service training would be useful in practice.
There’s no off-the-shelf solution and no obligation — just an informed, exploratory conversation.
“The Garnett Interactive team worked together with us from start to finish, ensuring that the session was effective and targeted. The team went above and beyond to ensure that not only their part, but the whole of the conferences went well. The feedback from the events has been exceptional and I would recommend both this method and Garnett Interactive for this type of event.”
Anthony Barlow, Operations Director, Johnson Cleaners
“Since attending the Garnett Interactive training, I think more about putting myself in my patients’ shoes. I want to be sure that I have done everything possible to make them feel comfortable, safe in our hands and happy.”
Clinical Support Worker