The 24/7 Service Desk: Handling Enquiries While You Sleep

As a small business owner, you can not be glued to your phone 24/7, but customers still expect instant responses. In the digital age, even a 4-hour delay can mean a lost sale.

This workshop shows you how to bridge the gap between “away from desk” and “open for business.” We’ll move beyond robotic out-of-office messages and teach you how to configure intelligent auto replies with a warm, human, and helpful tone. Plus, we will tackle one of the most stressful parts of business: Google Reviews. Learn how to turn feedback even the tough stuff into your greatest marketing asset in seconds.

• Intelligent Automation: Set up automated response systems that actually answer questions instead of just saying “we’ll get back to you.”
• The Warm Human Tone: Master the art of Humanized AI so customers feel heard and valued, even when you’re not there.
• Google Review Mastery: A 30-second workflow to respond to positive, neutral, and negative reviews with professional grace.
• Conflict De-escalation: Templates and techniques to handle difficult customers and turn a 1-star complaint into a 5-star recovery.
• Lead Retention: Build a “no leak” funnel where every enquiry is captured and nurtured automatically until you can take over.

• How to set up smart, humanized auto-replies
• Strategies for responding quickly to Google Reviews
• Conflict de-escalation communication techniques
• Practical workflows to keep leads warm
• Standardizing your brand voice across all customer interactions

• Service-Based Businesses: Hairdressers, trades, consultants who are often busy “on the tools” and can’t always answer the phone.
• Retail & Hospitality Owners: Businesses managing high volumes of Google Reviews and customer enquiries.
• One-Person Operations: Entrepreneurs who need a virtual receptionist without the salary costs.
• Small Business Teams: Teams looking to unify their brand voice across all customer touchpoints.

• 14 or more calendar days before the scheduled session: Transfer to another available WA AI Hub session or course credit, less any non-recoverable third-party platform fee. Refunds may be offered less an administration fee at WA AI Hub’s discretion.

• 7-13 calendar days before the scheduled session: Transfer or credit only, subject to availability. No cash refund for change-of-mind cancellation.

• Less than 7 calendar days before the scheduled session: No refund, no credit and no transfer for change-of-mind cancellation. WA AI Hub may consider exceptional circumstances at its discretion.

• No-show or partial attendance: No refund, no credit and no transfer, except where required by Australian Consumer Law.

Participant substitutions are allowed up to 24 hours before the session if the substitute meets eligibility requirements and WA AI Hub receives the updated attendee details in writing.

If WA AI Hub cancels a session, cannot deliver the session, or makes a major change to the time, delivery mode or core advertised content, participants will be offered a reasonable remedy such as transfer, credit or refund, consistent with Australian Consumer Law.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service fails to meet a consumer guarantee, participants may be entitled to a remedy depending on the circumstances. This policy does not limit those rights.

Ticketing platform fees and payment processing fees may be non-refundable where those fees are charged and retained by the platform, except where law or the relevant platform rules require otherwise.

Email Junita [email protected] (08) 6156 4865 with the participant name, session title, booking reference, requested outcome and reason for the request.

By registering, participants acknowledge the refund and cancellation policy and understand that statutory rights under Australian Consumer Law continue to apply.

#SmallBusiness #CustomerExperience #Automation #GoogleReviews #HumanizedAI #CXInsight #Marginpreneur #BusinessGrowth #DigitalTools #CommunityEmpowerment