Start With Yes: Customer Experience
Not yes to everything. Yes to the person in front of you.
A practical workshop that helps your frontline team say yes to the person, even when the answer has to be no.
Give your team access
People before process.
Every organisation needs processes. They're how work gets done. But customers don't experience your process. They experience your people.
This course helps teams recognise the invisible patterns shaping every interaction, so people become more intentional in how they listen, think and respond. The result isn't just better customer service. It's a more consistent human experience.
What You'll Learn
What is Customer Experience?
Discover what customer experience really means and why every interaction shapes how people experience your organisation.
Why Start With Yes?
Explore the philosophy behind Start With Yes and why managing yourself is the foundation for helping others.
Clarity
Recognise your own reactions before they influence the conversation. Learn how to pause, think clearly and respond rather than react.
Trust
Discover how competence, integrity and care work together to create confidence for both customers and colleagues – Busting the myth that the customer is always right.
Context
Know what the situation actually needs. Learn when to provide a life raft and when to provide a road map. Understand how to help without rescuing.
Humanity
Develop practical skills in listening, validating and helping. Put your learning into practice in the Start With Yes Conversation Simulator, where you'll navigate realistic customer scenarios, receive immediate feedback and build confidence through practice before having those conversations in the real world.
Conversation Compass
Bring the four Start With Yes capabilities together in a practical one page reference you can laminate, keep beside your computer and use to guide difficult conversations every day.
Designed for Busy Frontline Teams
Complete the program in approximately three hours, with built in breaks.
Every module is available from the moment participants enrol, allowing people to complete the program at a time that suits them. Teams don't need to step away from service delivery together, making it easy to build capability without disrupting day to day operations.
The program combines short video lessons, practical reflection activities, a downloadable workbook and the Start With Yes Conversation Simulator. Participants can apply what they've learned in realistic customer interactions, receive immediate feedback and continue practising until new habits become second nature.
Access is purchased by team size, making it simple to provide a consistent learning experience across a team, department or organisation
Choose Your Package
Select the option that best suits your organisation. Whether you're training one person, one team, or rolling out Start With Yes across your organisation, there's a package designed to help you build confident customer conversations.
Ideal for individual professional development, customer experience champions and leaders introducing Start With Yes.
$299 / individual
- Full self-paced experiential course for one user
- $299 credited toward Tier 2 or Tier 3 if upgraded
Designed for frontline teams wanting a shared approach without taking everyone offline at the same time.
$3,999 / one team, up to 15 people
- 15 individual, single-use licences
- 2 x 1 hour virtual leader sessions: kick off and post course embedding
- Downloadable leader embedding pack
- Ongoing email/phone support
- Bonus: live virtual team meeting appearance included
- Optional add on: Merch Pack $499
Best suited to organisations embedding Start With Yes across multiple teams, departments or locations.
$19,000 / 6 months
- 30 concurrent Kajabi seats, with unlimited reassignment
- Cycle unlimited teams or people through 30 active seats over 6 months
- All embedding packs and workbooks downloadable in Kajabi
- Live embedding support quoted separately by SALI Collective
- Renewal available POA
Testimonial
Amanda, Director
"Karen’s workshop was practical, engaging and useful. She created a welcoming space and shared simple strategies for stronger customer connections."
Julie, Local Government
"I wish the entire organisation could go through the program, the use of storytelling and lived experience really helped bring the learning to life"
Leanne, Leader, local government
"I thought I knew everything about CX and was sceptical when told to attend. This has actually changed how I think about all interactions."
