Services

Service gaps are costly.
Inconsistent delivery erodes trust, churn rises quietly, and small issues multiply into avoidable expenses.

Even high performing teams struggle when expectations are unclear, communication is inconsistent, or coaching does not match the reality of client conversations.

The good news is that these issues can be fixed.

I help service led teams reduce escalations, strengthen confidence, and deliver reliable, human centred experiences that protect revenue and build long term loyalty.

From workshops to audits to QA frameworks, every service is practical, people first, and tailored to your organisation’s real world pressures.

My work is particularly suited to travel, online retail, and global support teams where service pressure is high and AI is reshaping the landscape.

Each service below is built to match your team’s context.
Choose the solution that aligns with your current service goals.

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001. Live Workshops for Frontline Teams

Build confident, consistent client conversations in real time

Equip your team with the communication, confidence and empathy to navigate any client interaction with calm and control.

Facilitator led sessions strengthen the practical skills your team uses every day to reduce friction, manage difficult moments, and deliver reliable service even under pressure.

Popular Topics Include:

  • Empathy and effective communication

  • Six step framework for crisis resolution

  • Six step framework for effective call handling

  • Navigating difficult client interactions

  • Service recovery strategies

  • Cross cultural customer engagement

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

When issues arise, how your team responds matters most

Give your teams a practical six step framework to stay composed under pressure, communicate clearly, and turn difficult moments into trust building conversations.

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002. Service Audits & Quality Reviews

Identify the root causes of client friction and stop escalations before they grow

An objective, insight driven review of your service delivery that reveals exactly where inconsistency, rework and lost client trust originate.

You receive clear recommendations that show where performance can be lifted, which levers will have the greatest impact,

and how to strengthen both client confidence and operational efficiency.

This includes:

  • Call sampling and analysis

  • Thematic and constructive feedback

  • Coaching tips for team leaders

  • 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

Scale consistent performance with practical, coaching first QA tools

Go beyond compliance with QA frameworks designed to elevate performance, not score it.

Custom QA tools are aligned with your brand voice, priorities and people.

They support both live coaching and future AI integration so your organisation can scale high quality service without losing the human touch.

What is included:

  • Framework design

  • Clear, consistent scoring criteria

  • Behavioural indicators tailored to your service style

  • Compatibility with your existing scripts and systems

  • 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

Develop capable, confident teams and leaders who perform reliably under pressure

In many service environments, performance issues do not start with people.

They start with structure, communication and expectations.

Custom coaching programmes close these gaps and build leadership and team capability that strengthens decision making,

emotional control and service confidence in high pressure moments.

Programmes can be designed as short term intensives or ongoing partnerships depending on your goals.

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

Multi quarter partnerships that strengthen retention, revenue and trust across global markets

Transform your frontline into a driver of growth through strategic, long term support that aligns coaching,

audits and QA frameworks into one outcome focused programme.

Designed for organisations seeking measurable CX improvement, operational consistency and reduced friction across regions.

What is included:

  • Strategic service audits with board level insights

  • Custom QA frameworks tied to business goals

  • Leadership and frontline coaching programs

  • Quarterly reviews with executive workshops

  • Optional retainer models for consistent support

Let’s explore what’s right for your organisation — limited enterprise partnerships open each quarter.

Ready to see results for your team?

Each month, a limited number of strategy sessions open for leaders who want to shift from reactive service to proactive performance.

Not quite ready to apply for a strategy call, but have a question?

Get in touch. I am happy to share ideas or explore collaboration.

Copyright © 2025 Arielle McGuinness. All Rights Reserved.