First-class service leaves customers, both internal and external, with a positive experience of their company. The main elements that make up this experience are relationship, intention and communication.

Customers, if handled sensitively and skilfully, will accept negative responses. The key to resolving difficulties lies in the way staff manage their reactions to customer demands.

I provide bespoke training and coaching to develop a culture of excellent customer care through self-management.

I will help staff to:

• understand others more completely so as to reduce costly and time-consuming misunderstandings
• develop advanced listening skills so they can hear what may not be fully articulated by the customer
• develop assertiveness skills in managing or dealing with difficult customer interactions
• cultivate empathy so as to more easily allay customer concerns