Customer service programme

At the Laughology lab, our research into consumer behaviour drills down into the minds of your customers. We know what they do and why the do it – and we know what you should be doing to build lasting, positive relationships with them.

We use our expertise in human emotions and how they influence behaviour to design customer experience programmes that excite and energise.

Backed by the latest research into effortless experience and nudge psychology, we have designed trademark, laughter-filled programmes for clients including Enterprise Car Hire and Money Supermarket.

Our programmes differ from the norm because we focus on interaction as well as process and competency skills. The goal of any customer service provision should be customer satisfaction, which is achieved by providing pleasurable and easy customer experience. Get this right and you build customer loyalty and employee happiness.

Each customer interaction is unique and customers build subjective perceptions of interactions based on a multitude of factors including personality type and personal bias. Consequently, while efficient processes and competency help customer experience, a deeper connection can only be made when customers feel engaged, supported and that they have had fun.

To unlock the potential of each interaction, we teach teams to develop skills for positive conversations and improvisation, so they can create a memorable service. Laughology’s fun, guided improvisation encourages individuals to develop multidimensional thinking and conversations and practice dynamic customer interactions. Our refreshingly different approach creates quick-thinking teams who have the skills to respond appropriately to each customer interaction. 

The result is personalised, playful customer experience with:

  • warm, playful, fun, innovative and thoughtful customer-led conversations
  • personalised experiences
  • meaningful conversations

Our programmes also include a suite of tangible techniques to help build resilience, problem-solving skills and autonomy such as our trademark FLIP it thinking model, which is a proven tool to allow solution-focused thinking.


Four stages of customer emotional engagement and experience and the wider impact on brand

Customer emotionalt attachment


Our programmes are flexible and modular. We work with leaders, managers, employees and customers where necessary to build a detailed understanding of your needs and how to achieve them. We can build managerial training modules into programmes to equip managers with key skills to support their teams to deliver an amazing customer expereince.

A learning partnership to help support your customer experience programme log term

We believe the most important part of any programme is sustainability and so we will work with you and your people to embed learning and techniques into your brand, training champions within your organisation. We also offer a partnership scheme, working with your trainers to give them the tools, techniques, content, materials and support they need to deliver in the unique Laughology style and take ownership of the programme and embed it in your brand.

Our partnership model

Partnership model

Nominations are open for the National Happiness Awards 2019

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Suite 869, Kemp House,
152 - 160 City Road,
London EC1V 2NX

T: 0844 800 1701
E: Laughology
F: 0208 337 9262