Born into a family retail business, I learned the craft of Sales and Customer Service watching my father and grandfather do business in our small country town, where success was less about wheeling and dealing and more about building long-term relationships within the community.
For over 25 years’ I have continued to implement this fundamental philosophy of people before business.
I believe strongly in the need to shift your focus from Customer Service to Customer Experience and that success in business is less about what you do with people and more about how you do it with them. While the straight forward tick the box approach of many businesses might deliver on the Customer Service expectations, in many cases it still falls well short on delivering an experience customers would be eager to return for themselves or recommend to others.
I am passionate about working with people and assisting them to see the substantial benefits of developing new systems and practices that make their relationships with both internal (team) and external customers more effective.
As a facilitator, I take enormous pride in engaging the audience in a very personal way to ensure the highest levels of participation, understanding and more importantly, guarantee the learning is embraced and transferred back into the workplace.
My training career kicked-off with an appointment as the National Product & Sales Training manager with a large multi-national automotive brand and I have spent much of the past 20 years working with numerous Automotive brands training dealer staff in the areas Sales, Customer Service and Product Knowledge.
I worked closely with Brisbane Marketing to assist in the training and development of the wonderfully successful Brisbane Greeters.
I was also priviledged to play an instrumental role in the development and delivery of the Brisbane Welcomes the World program offered as a major initiative for the 2014 G20 Leaders Summit in Brisbane. More than 700 volunteer visitor hosts and related industry personnel attended the training to prepare our city for the arrival of more than 4000 international visitors.
Click image above for more information about the Brisbane Welcomes the World program
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