When your customers tell you they're unhappy it's time to act.
Happy staff = Happy customers. If there's friction between colleagues and departments then your culture is likely to impede rather than empower.
Low win rates and higher rates of churn or credits can be symptomatic of underlying customer experience issues.
I create tailored workshops that address the key issues and create a platform for positive change. From customer service basics to leading with purpose I can build content that is tailored to you.
Personal development is key to progress, I draw upon personal transformation and performance coaching techniques to help your key staff be more self-aware and more effective across a range of scenarios.
Getting clear on your vision, values and ethos is the first step. When you define operational tasks, behaviours and measures that are aligned with this you also create a platform to actualise your vision. I can help you build a purpose led organisation and start reaping the benefits of a healthy and dynamic culture.
When the service operation fails to evolve in line with customer needs then friction and aggravation will arise for staff and customers alike. I can map your customer journey and create an action plan to address the causes of operational friction.
Sometimes a variety of inputs are required to unlock service excellence. I can blend coaching and training while working to deliver programmatic change to ensure that we’re covering multiple aspects of the service operation and culture.