Phone: +44 (0)1656 772 593
MATTHEW TRAISH - HEAD OF CUSTOMER SERVICE - uSwitch
“Mark delivered Customer First training to our Customer Service team and had an incredible impact. My personal feedback but also that unilaterally of the team was that it was enormous fun, thought provoking but also it provided us with tools to improve what we did as well as action plans to retain and build on the training. Challenge superbly to help them understand what was getting in the way of success.
SARAH VINE - HEAD OF PEOPLE DEVELOPMENT - DUNELM MILL
“I was first introduced to Mark in 2013, when as a business we had recognised a need to develop a group of Store Managers to ensure growth as leaders and allow them to develop into larger stores or bigger roles within the business. Mark took my initial brief and objectives and created a bespoke programme for this group of managers with material designed that absolutely met the needs of the business and that would elevate the group’s leadership capability.
DAWN COX - EUROPEAN CUSTOMER EXPERIENCE DIRECTOR - STAPLES
“Mark makes learning easy to understand and fun and makes practical application pain free with the tools and techniques he supports his delegates with. He makes it his absolute mission to deliver business results for stakeholders, as well as an enjoyable intervention for delegates.
Mark is creative in his solution design and consistent and engaging in his delivery. I would have no hesitation in recommending Mark to anyone that wants to improve behaviour, results and performance within their organisation.”
RICHARD HANRAHAN - CUSTOMER SERVICE DIRECTOR - AGILISYS
“Mark is an inspirational trainer and coach who consistently inspires others. He has never failed to deliver anything less than 100% and never disappointed in quality or volume of output and results. He has the ability to connect and engage at all levels of an organisation and with incredibly diverse people groups, inspiring them all to reach their potential and improve to become all they can be.
GRAHAM BLACKBURN - CONTACT CENTRE MANAGER - ANGLIAN WATER
“ I started working with Mark in 2010 and at the time I was trying to move our call centre from 'process driven to people driven.'
The engagement and delivery changed our culture and built in trust, giving us pride and purpose in delivering excellent customer service. We are now recognised as leaders amongst our peers and having customer satisfaction levels of 96%. Our 'very satisfied customers’ have increased from 74% to 88%.
These results would not have been possible without Mark.”
LISA LUVENIYALI - HEAD OF PLYMOUTH, STOKE ON TRENT, BELFAST & BANGOR CONTACT CENTRES - ROYAL MAIL
“I have been fortunate enough to work with Mark over the past 3 years. During this time our business has invested in trigger training for our front line Customer Service Advisors and Delivering Customer Service Excellence training for Managers.
His training delivery is infectious; post training, candidates regularly tell me they’ve been ‘honeyed’!