From a development point of view, advancing a team member’s responsibility within customer service is the first step to succession planning for a future team leader. Confidently and competently handling difficult customer relations will encourage assertiveness and initiative for future leadership roles. Our advanced customer service workshop focuses on difficult case studies, how to minimise negative impact on the business and how to develop great in-house initiatives. They also learn how instilling a culture of fantastic customer care not only retains regular custom, but also fosters an environment for productive and positive teams.