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Flagship Programme · Limited to 25 Seats

Service Culture
Transformation Workshop

June 15–19, 2026 8:30 AM – 4:30 PM CAT Bulawayo & Harare, Zimbabwe Early Bird: $450

A 5-day intensive workshop covering service excellence, customer journey mapping, and team alignment.

About This Workshop

Transform Your Team's
Service Mindset

This 5-day immersive workshop is designed for organisations that are ready to move beyond surface-level training and build a genuine service culture. Led by our senior facilitators, each day combines evidence-based frameworks with real-world practice.

What You'll Learn

  • Demystifying service excellence — what world-class service really looks like
  • Exploring and managing customer expectations
  • Dealing with difficult customers — proven de-escalation techniques
  • Strategic planning for service culture transformation
  • Customer journey mapping and pain-point identification
  • Building a brand-consistent customer experience
  • Creating moments of delight that drive loyalty

Who Should Attend

Customer service teams, frontline managers, team leaders, and anyone responsible for customer experience in their organisation. Teams are encouraged to attend together for maximum impact.

$450
Early Bird rate (until May 25) · Regular: $550
June 15–19, 2026
5 days, 8:30 AM – 4:30 PM
Bulawayo & Harare, Zimbabwe
Max 25 participants
Lunch & refreshments included
Certificate of completion
Register Now or book a free consultation
Workshop Agenda

Five Days of Deep Transformation

Each day builds on the last — from foundational mindsets to practical application and action planning.

Day 1: Foundations of Service Excellence

Mon, Jun 15
8:30 AMWelcome & Setting the Scene — Workshop overview, personal goals, and the business case for service excellence.
10:00 AMDemystifying Service Excellence — What world-class service looks like and why it matters.
12:00 PMLunch break
1:00 PMUnderstanding Customer Expectations — Exploring what customers really want and expect.
3:00 PMTeam Exercise — Service visioning workshop.
4:30 PMClose & reflection

Day 2: Customer Journey Mapping

Tue, Jun 16
8:30 AMJourney Mapping Fundamentals — Tools and techniques to map the end-to-end customer experience.
10:30 AMIdentifying Pain Points — How to find and fix friction in your customer journeys.
12:00 PMLunch break
1:00 PMMoments of Delight — Designing experiences that turn customers into advocates.
3:00 PMHands-On Exercise — Map a real customer journey from your organisation.
4:30 PMClose & reflection

Day 3: Communication & Difficult Interactions

Wed, Jun 17
8:30 AMAssertive Communication — Frameworks for clear, confident, and empathetic communication.
10:30 AMDealing with Difficult Customers — De-escalation techniques and conflict resolution.
12:00 PMLunch break
1:00 PMRole-Play Sessions — Practice real scenarios in a safe environment with feedback.
3:30 PMPeer Coaching — Giving and receiving constructive feedback.
4:30 PMClose & reflection

Day 4: Service Standards & Culture

Thu, Jun 18
8:30 AMDefining Service Standards — Creating clear, measurable service behaviours.
10:30 AMBuilding a Service Culture — How to embed service excellence into your organisation's DNA.
12:00 PMLunch break
1:00 PMLeadership Alignment — How leaders model and reinforce service excellence.
3:00 PMTeam Workshop — Draft your team's service charter.
4:30 PMClose & reflection

Day 5: Action Planning & Commitment

Fri, Jun 19
8:30 AMMeasuring Success — KPIs, CSAT, NPS, and how to track your transformation.
10:30 AMPersonal Action Plans — Each participant creates a 30/60/90-day action plan.
12:00 PMLunch break
1:00 PMTeam Presentations — Share your service transformation roadmap.
3:00 PMCertificate Ceremony & Closing Remarks.
4:30 PMWorkshop ends

Secure Your Seat Today

Limited to 25 participants. Early Bird pricing ends May 25, 2026.

Register Now