At Hop we got fed up with hearing you've either got ‘it’ or you haven’t. So we thought, "hmmmm...what if you could teach ‘it’"?


Well …we can and we do.

Our philosophy is to clearly define what excellent customer service is and then to give your people the tools to deliver that service. To make them skilful and masterful at what they do. Good service is all about how you make people feel and making people feel great is a skill.

All our Workshops are bespoke to each individual client - see below for just some of the areas we cover. 



Defining good and bad service

How to engage customers effectively

How to work with empathy

How to have Presence on the floor

Working with confidence

How to deal with groups



Effective complaint handling

How to take control of our body language

How to create the right energy in a team and on the floor

Working with confidence

Conflict resolution; dealing with threatening behaviour

Using English with confidence (for non-native English speakers)



How to tailor service through voice and body language

How to quickly read the mood of the customer

Bad habits and how to change them

Conflict resolution; dealing with threatening behaviour

How to Work With Intention

How to deliver persuasive and empowering shift briefs

Our Workshops are a mixture of individual and group work, role-play and forum theatre, using trained actors from the UK's top drama schools, including LAMDA, Bristol Old Vic and Guildhall.

In addition, all our actors have been trained in the Hop Methodology; this not only makes our Workshops incredibly realistic, but also creates a safe environment in which delegates feel comfortable. The pressure of getting up in a Workshop is remarkably similar to the pressure of working a busy shift.


Hop Openings Workshop

Open with a motivated, empowered and cohesive team

Deliver exceptional customer service from day one

Reduce training lead-in time for your staff


Hop Management Workshop

Make your managers great leaders and reduce recruitment costs by promoting internally

Enhance relationships between management, staff and customers

Create managers who are experts in conflict resolution


Hop Hosting Workshop

Ensure your hosts create the perfect first impression

Strike the right balance between empathy and efficiency

Managing stress & conflict in a busy environment

Ensure guests return again and again


Hop Personal Coaching

High level 1-on-1 communication skills training.

Creating effective and impactful leaders within your business.

Ensure your management team lead with clarity and confidence.


Hop Recovery Workshop

Make dramatic improvements in problematic sites

Eradicate negative energy in sites by empowering and re-energising teams

Improve mystery diner ratings, reviews and social media standing

Reduce staff turnover

How it Works

Workshops are usually run on-site at your business. However, we can arrange an alternative space upon request.

Before creating each Workshop, we will spend time with the operations team and on-site, observing your servers in action to get a greater understanding of your customers, your staff and any current issues. We'll then create the most practical, dynamic and cost-effective workshop to meet your needs.

Workshops usually last six hours and we recommend no more that fifteen students per course.