Dramatic customer service!


Everyone who has ever worked in customer service will know that every customer is different and no two situations are ever exactly the same.  Being able to adapt and flex your style to accommodate all of your customers is the key to achieving complete customer satisfaction.

Dramatic Customer Service offers your staff the opportunity to discover the theory behind excellent customer service and then put the learning into practice with professional actors providing accurate realistic examples of challenging customer situations.

Every session is tailored to the needs of your organization, with participants gaining valuable insight and feedback from those around them. This is a highly practical, skills-based day, injected with humour and fun throughout the day.

Training objectives

This unique programme will help your people:
  • Develop an increased awareness of the way in which they use their tone of voice, body language and content to communicate with customers.
  • Reveal and sharpen their sensory skills, enabling them to accurately read customers and adapt their behaviour accordingly.
  • Discover how to read the signs of those customers who are likely to create conflict and deal with them effectively.
  • Develop solution-based language which will help them to avoid deadlock and confrontation.
  • Increase their confidence when delivering difficult messages and dealing with challenging customers.
  • Put themselves in the customer’s shoes and understand what gold standard customer service looks, sounds and feels like.


Front-line customer service staff, whether they deal with internal or external customers, face-to-face or on the phone.


The workshop combines a series of drama-based communication exercises, with powerful forum theatre technique and one-to-one skills practise sessions with every participant.

With your organization’s own customer service standards injected into the day, participants will be challenged to perform and find a gold standard level of service.

The expert trainer and actors

Cyrus Cooper (Managing Director of Maximum Performance) is an exceptional trainer, facilitator and coach. He specialises in helping managers to focus on their role and responsibilities with the aim of getting great results with the people they manage. He has helped organisations in both the public and private sectors to increase their performance through a range of interventions covering leadership challenges, motivational management and corporate and executive 1:1 coaching. Formerly an internal learning and development consultant to the Ministry of Justice, his achievements there ranged from a major business process re-engineering (BPR) project to designing performance management systems and competency frameworks for over 12,000 staff and creating a range of management programmes for middle / senior civil servants that are still being run to this day.

Cyrus is passionate about coaching as well as training, and has recently developed an organisational-wide coaching programme for the Big Lottery Fund. He currently works with Thomson Reuters graduates on a global graduate scheme, delivering a week of self-discovery, supported by the FACET5 profiling tool. His other current / recent clients include the BBC, 3M, Accenture, Inter Hannover, Legoland, Merlin Entertainments, Mouchel, Phytopharm, Office of the Public Guardian, The Gap Partnership, Central Bedfordshire Council, Finsbury Foods, Lancashire Group, RED Consulting, Gala Coral, De Lage Landen, the Methodist Church, Shaw Trust and the Housing Solutions Group, to name but a few. Whether delivering a one-off workshop or designing an innovative management development programme, Cyrus delivers with understanding, enthusiasm and passion, and truly believes that learning is about creation, not consumption.

Cyrus’s academic and professional qualifications include a Masters Degree in Management Practice, MBTI accredited, SDI accredited, Facet5 accredited, DiSC accredited, Diploma in Executive and Corporate Coaching, Diploma in Business Coaching, Diploma in Business Excellence (EFQM), NVQ Assessor, etc. Cyrus is enthusiastic and practical in his approach, with tools and methodologies explained clearly. His strong facilitation skills and focus on his audience create a powerful learning experience and the response from individual participants is invariably appreciative, as the following comments show:

‘Cyrus was brilliant – as usual.’ ‘Building a Customer Mentality’ course participant, Inter-Hannover

‘This session was exceptionally brilliant. The trainer drew me out of my shell.’ Graduate Development Workshop participant, Mouchel

Stephen and his team of drama-based learning specialists have been delivering highly successful, hands-on, practical customer service training solutions for the past six years. With a combined experience of over 50 years’ in theatre-style training, Stephen and his team can help your people overcome the challenges of dealing with difficult customers through effective communication and find a gold standard level of customer service using drama-inspired techniques.

Stephen’s clients include, among others, Boston Borough Council, Camden Council, Kent County Council, Westminster Council, British Telecom, Legoland Windsor, Nutricia, Sodexo and Vodafone.

‘Stephen listens to our needs and delivers professional and engaging work. He sees the opportunity to inject the learning with fun and humour. We feel Stephen gives us the edge when developing our people.’ Mary Tobin, Repairs Contact Centre Manager, Camden Council

Workshop outline

1    The warm-up
  • Entertaining theatrical sketch depicting an example of poor customer service
  • Participants then direct the scene, remoulding it into a successful customer-focused outcome
2    What makes a great performance?
  • Establishing participants’ experience of excellent customer service
  • Examining the practicalities of excellent customer service
3    An award-winning show
  • Cross-referencing participants’ standards with those of the organisation
4    Communicating with your audience
  • An introduction to communication
  • Practical exercises and theory
  • The three natural components used to communicate
  • Traditional theatrical game
5    Dress rehearsal
  • Delegates prepare scenarios which are relevant to their own roles
6    The first night
  • Participants put learning in to practice with one-to-one role-plays
  • Each scenario is followed by feedback related to:
    – Listening skills
    – Use of effective open questions
    – Use of silence
    – Body language
    – Vocal tone
    – Solution based content
7    The curtain call
  • Group discussion
  • Key learning points

Web site design by Method & Class Ltd