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Consultancy

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.