About Lombaterun
Customer service
is a
learnable skill.
Lombaterun started in 2022 from a straightforward observation: most customer service training stays shallow — general scripts, vague advice, and checklists that don't hold up under pressure. We built a seminar platform to go deeper, with structured sessions designed for real situations. Each programme covers specific scenarios, gives participants time to think through problems together, and builds practical habits that carry into daily work.
Students from St.-Charles and surrounding communities access sessions fully online, which means no commuting and no fixed classroom schedule. The format is small-group by design — sessions run with 8–14 participants so discussion stays substantive rather than performative.
Structure behind
every session
Sessions aren't lectures. Each one follows a repeating format: a framing problem, guided analysis in small groups, structured peer discussion, and a debrief that identifies what carried over from earlier sessions and what still needs work.
Framing
the problem
Each session opens with a concrete scenario — drawn from real service situations — giving participants a shared reference point before any discussion begins.
Analysis
in groups
Groups of 3–4 work through the scenario independently before sharing findings. Disagreements between groups are often more instructive than the scenario itself — they show where assumptions differ and where communication habits break down.
Structured
discussion
Discussion follows a set format: each group presents a position, others ask clarifying questions, and the facilitator tracks recurring patterns. This stops conversations from drifting and keeps focus on the decisions participants would actually face at work.
Session
debrief
The closing debrief names 3–5 specific observations from the session — not generalisations, but actual moments where a participant's reasoning shifted or a gap became visible.
Facilitators &
advisors
Sessions are led by practitioners with direct service management experience — not generalist trainers. Two lead facilitators run all current programmes, supported by a small group of subject advisors.
Tobias Mäkinen
Customer experience & conflict resolution
Tobias spent 11 years in retail banking operations before moving into training. He leads seminars focused on escalation handling, complaint resolution, and the specific pressures of multi-channel service environments. He writes the scenario library that forms the backbone of each session.
Petra Ondráčková
Service design & team communication
Petra comes from a background in municipal service coordination, where she managed front-line teams across 4 departments simultaneously. Her sessions concentrate on internal communication failures that surface externally as poor customer experiences — a gap most training ignores entirely.
Advisory input
Two external advisors review curriculum revisions every 6 months. One works in hospitality management, one in healthcare administration — both fields where customer-facing pressure is high and failure carries real cost.
Participant feedback loop
After every session, participants complete a 9-question structured review. Responses feed directly into session design — roughly 1 in 5 scenario revisions comes from participant-reported edge cases that weren't covered.
What three years
of sessions
looks like
These figures cover all sessions since 2022. They aren't goals or projections — they're a straightforward account of what's happened so far. Completion rates and return participation are the metrics we watch most closely, because they reflect whether sessions are actually useful rather than just attended.
320+
Total participants91%
Session completion14
Max group size
Questions about
format or scheduling?
Session dates, group availability, and specific topic focus vary by programme. If you're not sure which seminar fits your situation, the contact page has a short enquiry form — typical response time is within 1 business day.
Sessions available
Online · St.-Charles, ON region · EN