The Service Mindset workshop equips participants with practical tools to manage emotions, navigate difficult service interactions, and build lasting customer relationships through emotional intelligence.
“Seek first to understand, then to be understood.”
— Stephen R Covey
Every customer interaction leaves someone feeling something and its often the emotional experience that lingers longest.
The Service Mindset workshop empowers participants with insight, tools, and techniques to consistently create positive, memorable experiences. Grounded in the principles of Emotional Intelligence (EI), this workshop builds your ability to manage your own emotions, tune into the unspoken needs of others, and foster genuine connections that not only satisfy customers but also inspire lasting loyalty.
Participants also have the option to enhance their learning with a Brain Talent Profile (BTP) — a personalised insight tool that identifies strengths, blind spots, and strategies for deepening the emotional intelligence learning.
Through this workshop, participants will learn how to:
- Describe the key components of EI and why they matter in service roles.
- Develop self-awareness to recognise and manage personal emotional triggers.
- Apply the Pause – Breathe – Choose model for handling challenging interactions.
- Build empathy and rapport with customers from all backgrounds.
- Manage conversations to create trust, even in high-pressure situations.
- Use personal brain talent strengths (BTP) to deliver consistent, high-quality service.
Please note:
- This course is only offered to groups and is not currently available for public enrolments. Please make an enquiry for a quote to deliver to your group.
- Participants have the option to complete a Brain Talent Profile (BTP) at an additional cost.
There are no prerequisites for this course.
This workshop is suitable for all customer-facing teams.
Content
Topics covered in this workshop include:
- Emotional Intelligence (EI) and its application in customer service
- Self-awareness techniques for recognising emotions and their impact on behaviour
- Self-management strategies for staying calm, professional, and solution-focused
- The Pause – Breathe – Choose response model
- Brain Talent Profiles (BTP) and individual thinking, feeling, and acting styles
- Social awareness and empathy — reading verbal and non-verbal cues, listening beyond words
- Relationship management techniques for maintaining respectful, positive service interactions
- Brain talents and customer experience — how to improve outcomes
Assessment
There is no assessment for this course.
Participants will leave with:
- Greater confidence in handling challenging customers and situations
- Tools to strengthen customer trust and satisfaction
- Strategies for improving team collaboration and service culture
- Personal insight into strengths and growth areas through EI
- Optional personalised BTP report for deeper self-understanding and performance enhancement.
Course duration
- 1 half-day workshop (3.5 hours)
- Optional pre-course Brain Talent Profile (BTP) online assessment (approximately 20 minutes)
Course dates
Please make an enquiry for a quote to deliver to your group.
The Service Mindset – Elevating Customer Experience through Emotional Intelligence
Make an Enquiry- Other courses
- Live virtual classroom AND Face-to-face
Tools & Tech: ASC Training Online
- Duration: 1 half-day workshop
