Better Frontline Service. Fewer Complaints. Smoother Days.
Practical tools for customer-facing teams to reduce escalations and handle difficult situations with confidence.
Frontline staff deal with situations no training manual fully prepares them for. A guest who freezes in a queue and cannot explain why. A customer whose behaviour seems unreasonable until you understand what is behind it. A parent managing a child in meltdown while other guests stare. A complaint that escalates because the first response missed the real issue.
These moments are not rare. They happen every day in airports, attractions, hotels, hospitals, public services and retail. When staff have no framework for what is happening, they default to scripts that make things worse. When they understand the patterns, they can de-escalate faster, create calmer experiences and protect their own energy through the shift.
In this keynote, Stine Marsal gives frontline teams practical tools to handle pressure, respond to guests with hidden disabilities, neurodivergence or unfamiliar needs, and reduce the situations that drain time and morale. The tools are built from real frontline operations at Copenhagen Airport, Tivoli, LEGO House and The Royal Danish Theatre.
This is not a diversity awareness session. It is a practical toolkit for the situations your team already faces every day.
What you will leave with:
How to recognise when a guest's behaviour signals a hidden disability or sensory overload, not rudeness.
Specific phrases and approaches that de-escalate difficult situations faster.
How to handle conversations with anxious guests, pressured caregivers and customers whose needs you did not expect.
Tools to protect your own energy and reduce the emotional load of customer-facing work.
Who this is for:
Frontline teams, team leaders and operational managers in any customer-facing environment. Particularly relevant for attractions, hospitality, transport, healthcare, public services and retail. Works well as a half-day workshop or a 60-minute keynote.
Pricing and formats
All sessions are available as a standard keynote or fully tailored to your organisation, audience and challenges.
Formats: keynote (45-60 minutes), half-day workshop with group exercises, or online session. Delivered in English, Danish or French.
Online sessions from 2,350 EUR / 17,500 DKK + VAT. Onsite keynotes from 3,350 EUR / 25,000 DKK + VAT. Extended workshops from 4,700 EUR / 35,000 DKK + VAT.
Tailored sessions are quoted based on your brief.
What HR and CX leaders say about working with Stine
“Interesting, entertaining
– and we left with concrete ideas”
“Stine’s presentation and work made it easy for us to deliver better experiences to guests and staff”
Stefan Gildhoff,
Director Sales and Customer Experience
The Royal Danish Theater
“Stine’s keynote was a real eye-opener. She created a clear link between accessibility and lost revenue, and showed how small changes can lead to big results for the business.
Her concrete examples made us rethink how we integrate accessibility in our work with guests. It was not only interesting and entertaining – we left with clear ideas for creating more inclusive customer experiences.”
Sanne Forsberg Holm
Chief People Officer
LEGO House
“Stine mapped our guest and employee experience through a diversity lens and delivered a sharp, action-oriented report and presentation to executive management – the most hands-on we’ve ever received. She translated hidden barriers in the consideration and purchase phase, during the visit and afterwards into clear, concrete solutions. She also developed training videos for our guest-facing employees, making them feel more prepared for the diversity they meet every day. We are very satisfied with the tangible results we’ve achieved”.