Excellence with empathy

Use empathy to understand your customer's world.


  • A 100-minute learning journey
  • Live and interactive
  • Available on multiple platforms
  • Ideal for 4-12 participants
  • PDF playbook included
  • Evidence-based training for stellar learning outcomes

Empathy is crucial in the current climate!

The landscape of customer service has changed dramatically. If your organization is customer-focused, empathy skills aren’t optional. This workshop will equip you with these skills, and enable you to walk in your customer's shoes.

This workshop helps you to:

  • Learn about the origins of empathy and why it is crucial to customer service success in an ever-changing world
  • Recognise the difference between empathy and sympathy
  • Deliver a meaningful apology that will land well with your customers
  • Avoid making quick assumptions and judgements about your customer
  • Define and apply the 6 steps of highly empathetic people

Download Our Workshop List Now

“I found that Tom had a very good understanding of human nature, and how the mind works especially in the work environment. Realistic ideas were offered which was very refreshing.”
Phyllida Hallidie - Personal Assistant to ELIXIR Director

Case Studies


Key Consultancy For Major Event

That’s where VTT comes in. We were asked to consult and collaborate with Life Science Associates and their client to convert the conference’s planned contents into a series of 4-hour online events.