Where
service
knowledge
meets practice
An 8-week online seminar for professionals who handle customer relationships daily — structured around real scenarios, measurable outcomes, and peer discussion across 4 continents.
Built around numbers that matter
The programme has run continuously since 2018, refining its structure based on participant feedback across 6 cohorts per year. Each metric below reflects data collected from participants across the past 3 years of delivery.
Structured into 4 thematic phases, each 2 weeks long, with a live discussion session every fortnight.
Drawn from 38 countries. Groups are capped at 22 per cohort to maintain discussion quality.
Programme modules
Six modules cover the full scope of customer service — from first contact to complaint resolution. Each module includes 3 structured readings, 1 live session, and a peer exercise.
Understanding customer expectations
Customers form expectations before they ever contact a business. This module examines the 4 primary sources of expectation and how they shift across different service contexts.
- Expectation mapping exercise
- Gap analysis framework
- Sector-specific case studies
Communication under pressure
Difficult conversations are a daily reality in service roles. Participants work through 12 recorded scenarios and identify specific language choices that shift outcomes.
- De-escalation language patterns
- Written vs verbal tone analysis
- Role-play with peer feedback
Complaint handling that holds
A complaint resolved poorly costs more than the original problem. This module focuses on resolution structures that reduce repeat contacts by addressing root cause, not surface symptom.
- Root-cause identification tools
- Resolution documentation
- Follow-up protocols
Measuring service quality
CSAT, NPS, and CES each capture a different dimension of the customer experience. This module covers when to use each metric and how to interpret combined scores without over-reading the data.
- Metric selection by context
- Survey design fundamentals
- Presenting findings to leadership
Cross-channel consistency
Customers switch between phone, email, chat, and social media within a single issue. This module examines how service teams maintain consistent tone and information across all of those touchpoints.
- Channel-specific tone guidelines
- Handoff protocols between teams
- Audit checklist for consistency
Building a feedback culture
Feedback loops only work when frontline staff trust that input reaches decisions. This module addresses the structural and interpersonal barriers that prevent feedback from travelling upward effectively.
- Internal feedback mechanisms
- Psychological safety in teams
- Closing the loop with customers
The people leading sessions
Both instructors have worked in operational service roles before moving into training. Their sessions draw on specific incidents and decisions, not general principles alone.
Declan Farragher
Lead InstructorDeclan spent 11 years managing service operations at a pan-European logistics company before focusing entirely on training. He brings a direct, problem-first approach to every module he leads.
Tomáš Veverka
Programme FacilitatorTomáš coordinates the live sessions and peer exercises, having previously built customer experience frameworks for mid-size retail businesses across Central Europe. He focuses on cross-channel consistency and feedback design.
Enrolment and format
Sessions run entirely online, live via video conference, with recordings available for 30 days after each session. The programme is open to participants from any country — all materials are in English, and cohorts are deliberately international to enrich peer discussion.
What is included
- 6 live instructor-led sessions
- All module readings and worksheets
- Session recordings for 30 days
- Peer discussion group access
- Certificate of completion
One-time payment. No subscription. Group rates available for teams of 4 or more — contact help@rataqyo.com for details.
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