It’s easy to feel caught off guard when a customer raises a concern you didn’t expect. Or you may default to phrases like “Do you have any questions?” and realize later that this didn’t invite much conversation. Most of us want to be helpful, but it’s not always clear how to begin or how to make a brief exchange feel positive and human. Under pressure, even the best intentions can come across as rushed or impersonal.
This matters in isolated moments and across the entire customer experience. Research from Harvard’s Division of Continuing Education shows that 80% of customers say their experience with a company is just as important as its products or services. It’s not only about solving a problem; it’s about how the solution is delivered. When service falls short, it can lead to lost trust, repeated issues, and missed opportunities to build loyalty.
In this workshop, we’ll focus on communicating in ways that make people feel welcomed, understood, and valued. You’ll learn to recognize unspoken concerns, respond calmly and clearly, and turn everyday interactions into something more meaningful. Through hands-on activities, case studies, and reflection, you’ll build habits that improve your conversations and your results.
You’ll leave with strategies to build trust quickly, ask better questions, and create interactions that leave a lasting impression. Whether responding to a complaint or offering everyday help, you’ll feel more confident adapting your approach and making each experience more positive.
