We have a vast experience of helping organisations develop and implement best practices in customer service and customer experience management. This can range from a few days of advice on specific subjects to long term projects, often designed to use Service Excellence as a focus for wide ranging organisational change.
Here are a few recent and current customers for this.
Current Projects
Air Products (EMEA Region)– Working with the management team to help create world wide World Class service delivery.
AURUM Group (Goldsmiths, Mappin & Webb, Watches of Switzerland) – Working on a project to make the AURUM Group brands the best for service and customer experience on the UK high street.
Dorchester Group – Working with the leadership team to develop the strategy for the next few years of growth of The Dorchester Collection of hotels.
Hotel La Tour – Working with the management to team to help establish a reputation for service excellence.
James Walker Group – Working on a world wide service excellence program
LEXUS UK – Working with the leadership team and dealers to develop a new approach to the delivery of service.
OTE Greece – Working with OTE Academy to develop and deliver a range of workshops to help employees understand and deliver World Class customer service experiences.
Saint Gobain Group – Working with the leadership teams in different group businesses to develop and implement new service delivery systems.
Past Projects –
Add People – Worked with the management team to improve customer experience and boost client retention.
Alpha Bank (Romania) – Facilitated a service strategy workshop for senior management.
Apetito Group – Facilitated strategy workshops for senior management.
AXA Insurance – Helped establish a new broker service unit and facilitated a management workshop to create a new divisional vision.
Blue Air (Romania) – Worked with the leadership team to establish Blue Air as the ‘best for service’ in Romania.
Bovis Lend Lease – Worked with Business Development Managers to improve selling skills.
British Council – Have been involved in a variety of service improvement initiatives in Europe.
BT – Have been involved in various projects for BT and its customers since 1996.
Central Trains – Helpeddevelop a network service improvement programme.
De La Rue – Delivered a customer servicestaff training program.
DHL– Worked with the International Management Team on a project that led to the First Choice program.
Dorchester Group – Worked with the management team on various projects to improve hotel performance.
Elmec (Romania) – Worked on a ‘whole company’ service leadership project.
Empik (Poland) – Worked with the Group on a long-term service improvement project.
ExtraCare Charitable Trust – Provided help and advice to the management team.
First Direct – Ran various customer service seminars for managers and team leaders in the banking and mortgage departments.
Friends First (Ireland) – Provided consultancy and training for the management team and has been involved in various roll-out activities
Galliford Try – Worked on a project to overhaul and revamp the company sales and service strategy to become the best in class.
Haulfryn Group – Ran a strategy review workshop for senior management and helped with the implementation of a new customer service programme.
Interbrew – Did consultancy work with Interbrew UK management
Jardine Lloyd Thompson – Has been involved in a variety of customer service and strategy projects with the JLT Group since 1997.
JCB – Has been involved in a number of service improvement projects.
Kier Construction Group – Led a 2-day workshop for the Kier Group Management Development Program and worked with various regional businesses.
Legal and General – Was involved in a strategic project to improve customer service delivery throughout the organisation.
Manchester Airport – Was involved with various Airport departments and Service Partners in programs that led to Manchester Airport twice winning the Best World Airport awards.
Microsoft (Poland & Czech Republic) – Worked with the Customer/Partner Experience team at a European management workshop and on a strategic review.
MWH Global – Worked with the management team to create World Class service delivery.
Neoset (Greece) – Worked with the senior management to help develop and implement a new competitive strategy based on service.
Nightfreight – Worked with the senior management team to develop and implement a Customer Experience Management programme.
O2 (Ireland) – Provided consultancy advice to the Customer Experience Team.
Openfield Agriculture – Worked on a dservice led business transformation project
Pizza Express – Worked on a network wide service improvement programme.
PZ Cussons – Worked with the engineering management team to develop and deliver a new style of service experience for customers.
RomTelecom (Romania) – Ran a series of senior management workshops.
Toyota – Helped to develop customer service techniques that are now used in Toyota dealerships throughout Europe.
Unilever Group – Worked on a service improvement project for the Colworth Research Facility.
Zizzi Restaurants – Worked on a project to develop an in house training programme for service improvement and service recovery.
