These workshops are designed for customer-facing teams in tourism, retail and hospitality — including cafés, restaurants, bars, retail stores, visitor services, attractions, accommodation providers and small tourism operators.

They’re suitable for:

• Front-of-house staff

• Guest services and retail staff

• Supervisors and emerging leaders

• Seasonal and casual staff

• New team members preparing for busy periods

They’re also a great fit for businesses wanting to strengthen communication, confidence, teamwork and customer experience during high-pressure days or seasonal surges.

This isn’t generic customer service training.
It blends practical communication skills with emotionally aware responses, grounding techniques and real-world tools for difficult customer moments. It’s designed for busy, customer-facing teams and delivered in a way that shows your staff they are valued, supported and worth investing in.

Yes.
While created for peak periods, the workshops can be delivered year-round and adapted to suit seasonal changes, staffing levels and your team’s current challenges.

Minimal.
Workshops can be delivered during business hours or outside of them, depending on what suits your roster. Sessions are 60 minutes and can be scheduled during quieter periods, before opening, after close, early mornings (from 5am), or weekends.

Each workshop runs for 60 minutes and can be delivered in one of two formats:

• Across three consecutive days, or

• On the same day across three consecutive weeks

Workshops can be scheduled during business hours or outside of them — including early mornings (from 5am), before opening, after close or on weekends — depending on what works best for your roster.

Yes.
You can book the full three-workshop program or choose the single session that meets your team’s immediate needs.

Every booking begins with a short intake questionnaire.
You’ll be asked about team size, challenges, customer context, seasonal patterns and preferred timing. This ensures each workshop feels relevant, practical and grounded in your real environment.

The workshops are delivered by Louisa Smith, founder of A Quiet Shift. Louisa has extensive experience in communication, customer experience, training design and leadership across small business, corporate and not-for-profit sectors. Her approach blends clear communication, emotional awareness and grounding practices that help teams stay steady under pressure.

Businesses typically see:

• clearer communication

• better handling of difficult customer moments

• fewer negative reviews

• more consistent customer experiences

• smoother team dynamics during busy periods
  

  Most importantly, your staff feel supported, valued and more confident.

Yes. The program is available on-site across the Sunshine Coast, and Louisa can travel to nearby regions by arrangement.
For organisations outside South-East Queensland, online options will be available in 2026.
If you’d like to explore availability for your location, please get in touch hello@aquietshift.com.au

Submit an enquiry through the form on this page.
Louisa will then be in touch to arrange a short intake call to clarify your specific needs, confirm timing and finalise details.

Submit an enquiry through the form on this page.
Louisa will then be in touch to arrange a short intake call to clarify your specific needs, confirm timing and finalise details.

Yes.
Registered charities and NFP organisations receive 10% off.

Workshops are capped at 15 participants to make sure the session stays interactive, practical and supportive for everyone attending.

If you have a larger team, there are several flexible options:

• Multiple sessions: Delivered back-to-back or across different days.

• Role-based groups: Front-of-house, guest services, retail, or supervisors trained separately.

• Hybrid structure: A short all-staff introduction followed by smaller workshop groups.

Louisa will recommend the best approach based on your team size, roster and service environment during your intake conversation.

Because this program shows them they matter.
When staff feel supported, prepared and valued, it improves confidence, communication, teamwork and their ability to stay steady during busy periods.

These workshops give your team:

• practical tools to handle pressure

• clearer, more confident communication

• support for navigating emotionally charged interactions

• grounding techniques they can use throughout the day

• the sense that their wellbeing genuinely matters

When people feel valued, they bring more care, patience and confidence to their work — especially during high-pressure moments.

Because customers feel the difference when a team communicates clearly, stays calm under pressure and responds well to challenging moments.

By completing the workshops, teams will be equipped to:

• communicate more consistently

• resolve issues faster and with more confidence

• manage difficult interactions without escalation

• deliver more stable and positive customer experiences

• help prevent negative reviews before they happen

When your team feels supported and confident, your customers experience smoother service — which leads to stronger reviews, better word-of-mouth and more repeat business.