This document outlines the objectives and content of a customer service NVQ workshop on motivation and continuous improvement. The workshop aims to help participants understand what motivates themselves and their team members, and how motivation impacts customer service delivery. It covers various motivation theories including Maslow's hierarchy of needs and Herzberg's two-factor theory. The workshop also discusses what can demotivate individuals and teams, and how to overcome demotivators. Participants consider ways to improve customer service through better self-awareness, team communication, and understanding how change impacts people. Exercises are used to identify personal and team demotivators and ways to address them.