Member Since: 17th Sep 2007
After 15 years in Higher Education both in Business Development and Marketing I set up Customer 1st International in 2005. During the past 10 years I have developed content in service strategies for the Accenture Supply Chain Academy, 23 courses in all.and also created 6 e-learning programmes for Unilever.
This year I launched two self-paced customer excellence programmes for customer service professionals and managers based on my two best sellers “The Best Practice Guide for Customer Service Professionals,” and “The Best Practice Guide for Customer Service Managers” under a new brand www.customer1st-online.com
I have also written " Welcome Management" and "Lead, Motivate and Succeed" for the English Tourist Council I initiated ICS Service Focus, two training courses for the Institute of Customer Service.
My team have worked globally, MTN Africa, which was particularly exciting as we delivered our on-line awards to over 2000 people. I have judged for the National Customer Service Awards and the Tourism South East Awards and written many articles and blogs over the years.
My passion is helping organisations to succeed by motivating and inspiring their workforce to deliver exceptional customer service making a real difference for the business.
I specialise in helping organisations, globally, to become more customer focused by helping them to develop customer focused strategies and customising quality learning resources for all their people.
Author Customer 1st International Ltd (UK)
19th May 2021
Never has effective leadership been more integral to business success than in the challenges created by the COVID-19 pandemic. I am sure...Contact centres
14th May 2019
Turning a customer service strategy into reality is a key challenge for organisations. Today, most senior managers realise that customer...Contact centres
19th Feb 2018
In a previous article I spoke of the importance of recruiting 'Service Champions' and in this article I want to emphasise just how...Management
13th Mar 2014
Should we move on from the one-day customer service training course? Although elearning, in various forms, has been around for many years,...Contact centres
25th Oct 2010
Whether the London 2012 Games will be an opportunity or threat to the UK economy could rest on whether we're prepared to offer world class...Management
3rd Jun 2010
Stephanie Edwards explores the typical deficiencies of customer service encountered by B2B customers - and how to rectify these...Channels
11th Dec 2009
Recently I talked about service leaders and managers who can make or break an organisation’s values (see The 10 strategy tenets for...Management