Simon Shepherd recently delivered Customer Service training to volunteers who support our charity shop managers. This was done in different locations across the Wakefield area and his audience was very diverse in terms of age, experience and confidence. After a training needs analysis of the volunteers, Simon’s brief was to deliver sessions which were inclusive, concise and participatory. He was asked to be mindful that some volunteers would feel uncomfortable at being singled out and that humour and a relaxed atmosphere was key to making the sessions successful. Simon achieved all these things whilst imparting useful advice to all those present. His gentle manner, tone and pitch were all well received.