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Services

Poor service isn't just frustrating for customers -- it's expensive. High turnover, inconsistent delivery, and rising complaints are costing businesses more than they realise... and it can be fixed.

I work with service-led teams to reduce escalations, boost morale, and deliver consistent, human-centred client experiences.

From high-impact workshops to strategic coaching and framework delivery, I create practical, people-first solutions that meet your team where they're at and elevate what's possible.

While I work across all customer service industries, my approach is particularly well-suited to

Travel, Online Retail, and Global Support teams.

How Ready Is Your Team?Take the Free 3-Minute Quiz

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001. Live Workshops for Frontline Teams

Equip your team with the confidence, communication skills, and empathy to handle any client interaction -- and turn challenges into opportunities.

Interactive, facilitator-led sessions designed to strengthen the core communication, empathy, and service recovery skills your team uses every day.

Engaged teams perform 14% better, sales can jump 18%, and profit margins may climb up to 23%.

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002. Service Audits & Quality Reviews

Uncover the root causes of your service gaps -- and get clear, actionable steps to improve consistency and client satisfaction.

A fresh, objective review of your service delivery, with insights you can apply immediately for both human coaching and future-ready AI systems.

This includes:

Call sampling and analysis

Constructive, thematic feedback

Coaching tips for team leads

Support for AI integrated QA development

Businesses that regularly review and refine their service delivery see up to 60% higher customer retention rates.

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003. Quality Assurance Frameworks

Go beyond compliance - with QA frameworks designed to coach, not just score.

Custom QA tools designed to align with your brand, priorities, and people -- ready for both live coaching and future AI integration.

What's included:

Framework design

Clear, consistent scoring criteria

Behavioural indicators tailored to your service style

Compatible with your existing scripts

Support for team coaching and AI readiness

🔗Often paired with Service Audits for stronger outcomes

Over 90% of contact centres say QA noticeably improves the quality of inbound interactions.

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004. Customised Coaching Programs

Coaching designed around your team's goals, pace, and real-world challenges.

For teams or leaders who want to embed new skills, maintain momentum, or build internal capability.

I can provide short-term projects or ongoing partnerships.

Research by the International Coaching Federation shows that over 70% of people who received coaching

improved their performance, communication, and relationships at work.

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005. Enterprise Solutions

Transform your frontline into a driver of retention, revenue, and brand trust.

Strategic, multi-quarter partnerships designed for organisations who want measurable CX improvement.

Enterprise engagements combine audits, frameworks and leadership coaching into a single, outcome-focused program.

What's included:

Strategic service audits with board-level reporting

Custom QA Frameworks tied directly to business goals

Leadership & frontline coaching programs

Retainer options with quarterly reviews & executive workshops

Best for: Service-led organisations seeking to reduce churn, protect revenue, and scale service consistency across global teams.

Enterprise partnerships are tailored and limited. Let's discuss what's right for your organisation.

Explore Partnership Options

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006. Coming Soon: eLearning Modules

On-demand tools to keep your team sharp, confident, and consistent -- wherever they are.

Self-paced learning tools to reinforce workshop outcomes, support onboarding and strengthen continuous development - especially for remote or growing teams.