Employers and Manufacturers Association (EMA) Northern - The Customer Service Master Suite

The Customer Service Master Suite

A programme of workshops that will make you a paragon of customer service

Cost for full series 

EMA Member: $2, 300
Non-member: 2,800

Who’s this course for?
From receptionists to managers, shop attendants to business owners, anyone who deals with customers will benefit from this enlightening and absorbing programme. If you’re a business owner or manager, this programme will give your employees valuable skills in how to delight customers and increase custom.

What’s included?


  • What defines great customer service: from first impressions to ongoing interaction, handling complaints to building loyalty
  • The particular skills of projecting great customer service over the phone
  • Getting service right on the frontline, and how to turn difficult or complaining customers into advocates for life
  • What is a customer-centric organisation, and how to lead one.



What you’ll learn:

This comprehensive customer-service training programme consists of an introductory webinar and four one-day interactive workshops. Each can also be taken separately:

  1. Customer Service – an introduction (Webinar) 
  2. Professional Customer Service over the Phone  
  3. Service Excellence for Frontline Professionals
  4. Managing Difficult Customers and Handling Complaints  
  5. Leading a Customer-Centric Organisation


Workshops are scheduled one month apart, each building on the last and giving learners the chance to practice their new skills then report back.

As a graduate of the full programme, you’ll gain the knowledge and skills to deliver the ultimate customer service experience. You’ll also qualify for a two-hour one-on-one coaching session within a year of completion

After, you’ll be able to…


  • Understand how to transform your customer service from good to legendary.  Turn a grumpy customer into a faithful follower.
  • Fashion the perfect environment that customers will feel compelled to return to time and again
  • Lead a customer-centric organisatio n


Join Us.

Together we're building businesses, communities and opportunities for all
New Zealand

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