Lombaterun runs focused online seminars where customer service professionals work through real service breakdowns, scripted response analysis, and team escalation structures. Each session is capped at 18 participants so discussion stays substantive rather than performative.
This 3-hour session works through 6 real call transcripts where de-escalation failed at the handoff point. Participants rewrite 2 of the transcripts live and discuss what changed the outcome. Suitable for agents who have at least 6 months of frontline experience.
Email and chat responses carry different risks than voice. A 4-hour workshop covering tone calibration, response time expectations, and how phrasing affects perceived accountability. Participants bring 2 of their own real cases for group review — anonymised before the session.
Focused on team leads and supervisors. A 3.5-hour session mapping where escalation paths break down — most often at step 2 when ownership gets diffused. Includes a working exercise where teams redesign their current escalation flowchart and present to the group.
Service Operations
Spent 11 years managing contact centre teams before joining Lombaterun in 2022. Specialises in call quality frameworks and agent coaching structures.
Written Communication
Background in B2B account management with a focus on written communication under pressure. Has reviewed over 4,000 real customer complaint responses across 6 industries.
Team Lead Programmes
Led service improvement initiatives across 3 retail organisations before moving into facilitation. Runs the escalation and supervisory sessions at Lombaterun.
Online seminars often default to slide decks and passive listening. Lombaterun sessions are built around participant material — cases that participants bring, scripts they actually use, and problems from their own teams. The facilitator role is to structure the discussion, not fill the time. Most participants report that the group exchange is where the useful thinking happens, not the prepared content.
Small enough that every person contributes at least once per session. Large enough to have varied experience in the room.
Each session works from real anonymised transcripts or situations — not fabricated training scenarios built to prove a point.
Facilitated by people who have managed service teams directly. The experience in the room is practical, not theoretical.
Three distinct topics across June, July, and August — each one standalone. You can attend 1 or all 3 depending on what your team needs right now.