| The Service Coach has a real passion for service development and service strategy – just ask anyone who knows him! His belief is best illustrated by his adaptation of Bill Shankly quote about football. The Service Coach is often heard saying that ‘Some people believe that Service is a matter of life or death – I can assure you it is much much more important than that!’
He started his career in a shop selling quality goods along side everyday items. The shop owner had a very simple philosophy – give every customer a great service experience. This had a profound experience on him and influenced his working life. His philosophy is that any service provider must focus on customers and not their products.
His approach to solving issues is to take an ‘outside in’ approach to get under the skin of the company in order to understand the experience as a customer e.g., mystery shopping the business and talking to staff and customers alike.
He is also has experience of mystery shopping programmes, focus groups, feedback forms, service level agreements and project management of excellence competitions like branch and/or employee of the year.
The Service Coach has extensive experience in the training arena which also enables him to deliver other course like Recruitment and Selection, Performance Management, Team Working, Inductions, etc., which can be delivered as is or can be tailored to meet the needs of the customer. |
