Team Training & Workshops
Service Excellence training courses and workshops are engaging, interactive and give attendees directly applicable insights.
*Covid-19 update - courses are now delivered over Zoom
Courses include:
Sales Excellence - Covers the whole sales cycle and gives strategies for achieving success at each stage.
Service Excellence - Exploring the foundations and importance of great customer service, this course is for anyone customer facing.
Transformational Leadership - this course supports leaders aiming to deliver transformational change and a shift in behaviour/performance.
Building a Performance Culture - when you have a Performance Framework based on value creation and your managers are able to competently deliver Feedback, Coaching and Challenging conversations then it's almost inevitable that performance will improve. I will show you how to build a Performance Framework that's focussed on outcome qualities and will teach the methodologies that make performance conversations easier to deliver.
Building Mental Resilience Workshop - It's clear from the UK's mental health epidemic that workplaces play a major role in either creating or reducing stress. This workshop takes a candid look at stress and gives techniques on how to maintain positivity and control as individuals but also as teams.
Culture of Excellence Workshop - sometimes employees just need a little inspiration and guidance on how to be more positive and effective. I will take the time to learn what's undermining your culture and deliver a workshop that helps you move forward positively.
Executive Coaching
I help people become better leaders and performers by understanding their current approach and finding simple ways to enhance it.
Blending techniques from performance coaching and personal development I support individuals in the following ways:
- Unlocking self-esteem and self-assurance by overcoming limiting beliefs
- Leading authentically by knowing both your shadow and your gold
- Building a performance framework that delivers value
- Creating tools and habits that promote mental resilience
- Delivering feedback, coaching and challenging conversations
- Creating the fulfilment and work/life balance you’ve always wanted
Business Transformation
Vision and Values Facilitation
Working with leaders I help them get clarity on their vision and bring it to life through a compelling narrative. A strong and clearly articulated ethos will help you attract talent, motivate and engage your staff and differentiate you from your competitors.
Vision Actualisation Framework
In order for a vision statement to manifest it needs to be embedded within your workforce's objectives and measures. I will build a framework that helps you measure what's important and ensure that staff are pulling in the same direction.
Culture Baseline Report
Any culture transformation project requires an honest look at what's working and what's not. This report will highlight the themes within your culture and provide recommendations on creating an optimum work environment.
Talent Optimisation
I will help you develop your hiring practices, on boarding and learning frameworks but will also help your managers safeguard standards by becoming proficient in coaching and performance management.
Customer Journey Mapping
Analysing the entire customer journey will reveal areas of friction and establish how processes and systems need to be adapted in order to provide customers with an experience that delights.
Net Promoter Score (NPS)
This is the best benchmark for any organisation looking to differentiate through service. I will help you build your NPS and Continuous Improvement Programs so that you can start earning customer satisfaction and loyalty.
My Approach To Achieving Customer Service Excellence
Delivering service excellence requires the seamless integration of multiple systems, tools, processes and people.
I can make a positive and tangible difference by delivering team training, 1-to-1 coaching, assessment and advisory services, facilitation, change programs and bespoke interventions to get every element of your organisation on the same page and working towards the same goal.
