Welcome!

Posted by Chelsea Coto on 17 June, 2026

Hi everyone, and welcome.

Over the next four weeks you will build a genuinely useful skill: the confidence to handle real customer conversations, including the difficult ones. You will learn to read what a customer is really feeling, respond in a way that helps, and stay professional when things get tense. These are skills you will use on day one of any customer-facing role.

Many of you already bring experience from hospitality, retail, or similar work. That counts, and we will build on it.

How the course works

The course runs in three modes across four weeks:

• Week 1 (self-paced online): short videos, activities, and reflections in your own time to build your foundations.
• Week 2 (live online over Zoom): we come together to build practical skills and work through real scenarios. See the Online session module.
• Week 3 (in person): practise handling difficult calls through role-play, with feedback in a supportive space. See the Face to Face module.
• Week 4 (assessment): show what you can do through a simulated call and a written customer email.

Each part builds on the one before, so the early work makes the later sessions easier.

Getting started

There are no silly questions here, and getting things wrong in practice is part of how the skill sticks. Take part, give the activities a real go, and you will get a lot out of this.

Your first step: head into the Week 1 self-paced materials and begin with the videos and reflections. Bring any questions to our first live session.

Looking forward to working with you all.

Course structure at a glance