This is not about a “quick fix” approach to customer service, where organisations believe that by sending a few front line staff members on a Customer Care training course, it will change their approach to dealing with their customers. It is about establishing and then maintaining a culture which puts the customer at the centre of everything that is done and makes delivering excellent service a priority for everyone.

We understand that organisations really can differentiate from their competitors through the quality of their staff.  As Walt Disney once said: –

“You can dream, design, create and build the most wonderful place in the world, but it takes people to make the dream a reality.”

I work with service based organisations helping them to make a real and tangible difference to their service offer.  I advise and support clients in the “building blocks” of establishing a service culture and how to weave service excellence into the fabric of the organisation.

During the past 30 years, I have built up a deep understanding of the issues surrounding operational, management, communication, customer service and sales development and I deliver programmes that are specifically focussed on these areas.

Over many years, I have developed particularly strong links with high profile cultural and educational organisations and small independent operators.  This means that I am experienced in the complex relationship and multiple objectives of arts, historical and educational and charitable institutions, which are also vitally dependent on welcoming and servicing a wide range of customers (both internal and external).

My training programmes are highly participative and interactive and my premise is that people learn best if they are having fun!