All customers want to be served

A certain way

In a specific time

At a particular place

A ground breaking customer service program for Local Government

A new approach to customer service training

Let’s figure out what great service looks like for you

A refreshing program that doesn’t talk at participants

We believe that great customer service happens when staff figure out how they should be, what they should do, and how to make the customer feel in any situation. Therefore this program leads by this example. Shifting from boring classroom training, the Way Time Place creates an environment that helps participants think about their own service within the context of their organisation and industry.

To get service right, we need to know why it goes wrong

We believe that humans have a place in giving service. And it’s because we are human that makes service a little hit and miss. This program helps participants reflect deeply on themselves and become aware of the moments that can influence how they serve.

Let’s not make things complicated

We believe that customer service doesn’t need to be stressful. While customers are more stressed today than ever before, the Way Time Place framework provides a structure that everyone in the organisation can make sense of, and better yet use to become a standard of service that everyone can adopt.

Redefining what it means to be customer focused

We believe for a service program to be successful, it must look at the organisation from the customer’s perspective, rather than most programs which look at the customer from the organisation’s perspective. It is the perspective that matters most.

More than just knowledge

We believe that an investment in training must stick. That’s why introducing the Way Time Place framework can be fully integrated into every role. Too often programs default to the most obvious or most frequent customer touchpoints - this program flows into every part of the organisation, contributing to real and sustainable culture change.

The aims of the program

Based on our experience, a culture of exceptional customer service thrives when every individual in the organisation embraces the ability to serve in these key ways:

Look beyond job tasks

The delivery of functional tasks of a job description doesn’t always align with the service requirements of the customer. Just because staff perform their job tasks it doesn’t always mean they are meeting the levels of service expected by both the customer and the organisation.

Get off autopilot

There is so much on that can distract us all, and therefore it’s so common to see staff that serve without truly being present. The best service only occurs when staff are conscious in each moment and approach each service interaction deliberately that truly connects with each customer.

Navigate grey areas

Customer service isn’t black nor white, but grey. The cookie cutter approach doesn’t work as every customer and their situation is unique and different. Staff that serve well know how to approach each service situation or circumstance that comes their way, looking for opportunities to stand out.

Delivered the way you want, in the time you want, at the place you want

Here are a few of the most sought after approaches that we can work together. All options connect the content to your organisational context.

The complete program consists of a framework of 3 pillars, with 9 supporting principles, and 3 practical habits.

Conference Keynote or Masterclass
60-90 minutes
3 pillars

Learn the Way Time Place framework in a powerful, energetic, entertaining and interactive presentation that suits any size of audiences. Ideal for conferences or as an add-on to all-staff meetings designed for immediate impact and as an entry point to more in-depth offerings or to see if this approach is right for you and your team.

Half-Day Workshop
3.5 hours
3 pillars + 9 principles

Learn the Way Time Place framework along with the 9 supporting principles in an environment that encourages conversation and reflection. It is best suited to between 16-20 people. It’s the most popular choice for larger organisations who will benefit from two groups (AM/PM sessions) for their entire workforce.

Full-Day Workshop
7.5 hours
3 pillars + 9 principles + 3 habits

Learn the Way Time Place framework and explore deeper into practical habits of the 9 principles of service that help participants exemplify what it means to be of service. 16 people works best for this environment as we go into greater depth focusing on sustaining results. It can be delivered over two half-day sessions.

Program Launch Organisations

We extend our heartfelt gratitude to these Local Government Areas for being the pioneers in implementing this ground breaking program across their entire workforce.

The program isn’t limited to local government. It suits any organisation aiming to excel in customer service, especially larger workforces in high-touch environments. Throughout Australia, and globally.

We’re eager to connect with more organisations committed to exceptional service. If this resonates with you, we’d love to hear from you.

Local Government ~

Real Estate ~

Residential & Commercial Property Management ~

Strata Management ~

Aged & Disability Care ~

Hospitals & Healthcare ~

Residential Building & Construction ~

Transportation & Airlines ~

Mining ~

Theme Parks & Leisure Attractions ~

Local Government ~ Real Estate ~ Residential & Commercial Property Management ~ Strata Management ~ Aged & Disability Care ~ Hospitals & Healthcare ~ Residential Building & Construction ~ Transportation & Airlines ~ Mining ~ Theme Parks & Leisure Attractions ~

See what participants have said about what they most enjoyed about the program below:

  • "We are a very siloed workplace so being able to discuss the topics with one or two others from different departments gave insight into how service expectations affect others in our organisation"

    Participant Feedback

  • "The system really worked - easy to remember"

    Participant Feedback

  • "We didn't feel time running. It's really interesting"

    Participant Feedback

  • "It's a refreshing change from the usual process driven stuff"

    Participant Feedback

  • "Getting a different take on customer service"

    Participant Feedback

  • "Good use of real life examples of workplaces and practices"

    Participant Feedback

  • "I enjoyed the self analysis he proposed that enabled some critical and positive thought on our work and processes"

    Participant Feedback

  • "It was interesting to find relevance in scenarios to my current delivery of service. The content of the workshop will likely make me think a little more about how I am delivering my customer service"

    Participant Feedback

  • "Interaction in groups that consisted of employees from other business units. Very interesting to hear their issues"

    Participant Feedback

  • "The problem allowed me to reflect on my role, and my department's processes in order to improve how we do things"

    Participant Feedback

  • "Very useful as customer service is at the core of what we do in libraries. Made me think about the ways in which we help people and make them feel that they will be helped when they come to us"

    Participant Feedback

  • "I thought the terms used were very relevant. As they correlate to issues I've faced through my role. The final remarks were so relevant too. So it was a very good session for our industry. Thank you"

    Participant Feedback

  • "I actually enjoyed the session and didn't think I would as most customer service training is boring with horrible role play"

    Participant Feedback

  • "Great way to start a conversation and reframe thinking about service. Very engaging"

    Participant Feedback

  • "Great examples used and focused on small group discussion"

    Participant Feedback

  • "The content was extremely relevant and delivered in a very digestible way"

    Participant Feedback

  • "The whole session was really enjoyable and fun"

    Participant Feedback

  • "Keeping it real - no role play, no putting people on the spot. Thanks"

    Participant Feedback

  • "Interactions with the group, discussing various situations in the organisation and the consistency of the responses"

    Participant Feedback

  • "I liked the teaching style and it was engaging. This conversational learning is great!"

    Participant Feedback

  • "Just looking at customer service from a different point of view"

    Participant Feedback

  • "Breaking down the elements and criteria of positive customer service"

    Participant Feedback

  • "Great presenter making the topic interesting and relevant to each department"

    Participant Feedback

  • "Was easy and made fun"

    Participant Feedback

  • "I enjoyed the part where you chatted to your partners :)"

    Participant Feedback

  • "Made me think about my actions at work"

    Participant Feedback

  • "Very relevant to the job"

    Participant Feedback

  • "Learning how customer service works for us as a council"

    Participant Feedback

  • "Defined the way in which you can better serve your customers and timing issue which is good"

    Participant Feedback

  • "The content was engaging and relevant and we were able to discuss real scenarios in teams"

    Participant Feedback

  • "I enjoyed that it was an invitation to think rather than being told how to do something"

    Participant Feedback

  • "It was a good reminder that we can become robotic"

    Participant Feedback

  • "I liked that the program was essentially completely covering the basics and was practical"

    Participant Feedback

  • "A different way of visualising the methods of customer service"

    Participant Feedback

  • "Opening communication channels and gaining valuable insights"

    Participant Feedback

  • "Being able to share experiences with team and organisation"

    Participant Feedback

  • "Great conversation/discussions had. Make me look at things a little differently now"

    Participant Feedback

  • "The method of delivery and minimal use of slides"

    Participant Feedback

  • "I liked the simple take home messages"

    Participant Feedback

  • "I liked how it was not so serious and covered in a comedic and engaging style"

    Participant Feedback

  • "The presenters examples and ability to keep audience highly engaged throughout"

    Participant Feedback

  • "Chatting with staff members from other business units and understanding their roles and responsibilities - and how I can better serve them in my role"

    Participant Feedback

  • "Allowing us to elaborate on some simple but on the point concepts, and how those concepts relate to our contexts"

    Participant Feedback

  • "Real world examples with companies"

    Participant Feedback

  • "It was all great fun and a brilliant learning experience"

    Participant Feedback

  • "Being able to have discussions with the group with thought to the content"

    Participant Feedback

  • "Criteria enabling a better understanding of customer service"

    Participant Feedback

  • "The part about how I treat customers"

    Participant Feedback

  • "Hearing other people's opinions"

    Participant Feedback

  • "Not having to keep notes"

    Participant Feedback

  • "All of it was useful and insightful"

    Participant Feedback

  • "Enthusiasm about the topic was great. Simplicity about a very general topic"

    Participant Feedback

  • "Nice and easy way to provide the training"

    Participant Feedback

  • "The possibility of my own preconceived ideas affecting the level of customer service"

    Participant Feedback

  • "Group discussions with our own and other business units"

    Participant Feedback

  • "Being reminded to think am I providing good customer service"

    Participant Feedback

  • "Learning what I as a customer expect"

    Participant Feedback

Hi, I’m Chris Smoje, and I’ve designed this program, so I’ll be delivering it

  • Growing up, I’ve always found service fascinating - from my first job as a teenager right through to my professional career.

    For the last 15 years I’ve been presenting customer service training programs. And from my very first delivery I’ve been doing so as part of organisational wide service transformation projects including organisations such as Qantas. So I’ve never ever seen it as something of a tick-box exercise.

    While I’m a educator by qualification, and a professional speaker by profession, I see myself as a creative - constantly developing and evolving programs that excite those in the room, encourage them to learn so they can truly exemplify what it means to be of service to others.

    I’ve also been formally trained by one of the world’s greatest service brands - Disney, and I know what global brands are doing to stand out for their service. Since 2018 I’ve also been a judge for Western Australia’s Pinnacle Awards for the Customer Service category and can see how local businesses can too be world class in their service.

    I see 2025 as pivotal year where customer service education breaks free from a dated model that’s been struggling to work for both organisations, their staff, and customers.

    I’m constantly reflecting on how to make a simple concept of customer service work in the many challenging environments we are presented with. This is why I’m so excited to share this new program with you.

Ready for a conversation

Talk: 0484 346 327

Write: hello@chrissmoje.com

Connect: linkedin.com/in/chrissmoje