Further development has concentrated on the design of seminars and workouts for customer service advisors, both as ‘refreshers’ and to implement ‘toolkits’ for new items as required. The toolkit concept has been developed further so that rather than the training advisors leading all sessions (which are no longer than 2 hours), Team Managers can use the material and integrate them into their team briefings or in development sessions. This has helped to develop the team manager’s skills and develop responsibility, freeing the training team to facilitate and design future programmes.