RECENT WORK

THE DILEMMA: A global company had just released a cultural transformation initiative in an effort to strengthen their position as a leader in customer service. They needed their learning curriculum to support this evolution.

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THE SOLUTION: I created an in-depth service training program strengthening the existing learning curriculum and giving all team members worldwide an understanding of the new behaviours that are required to deliver exceptional  customer service. The program included simple tools that can be used by team members to develop themselves and deliver service.  I supported the organisation through deployment and training of local trainers. The program was delivered to more than 20,000 guest-facing employees in 45 countries within the first year of release which contributed to a 1-point increase in guest satisfaction scores globally.