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Expertise
Here are some of the ways in which Stuart supports his clients: -
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Working Alongside Staff Project Teams – offering practical advice, for example in identifying training needs, establishing and maintaining a new culture or in setting behavioural standards
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Individual Coaching For Managers and Frontline Staff – holding regular 1:1 sessions identifying areas for improvement and methods for tackling them
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Customer Sevice Development - helping organisations to establish an ethos which leads to the delivery of service excellence
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Management Development Programmes – helping line managers to inspire their team using a positive management style and to lead by example, energy and enthusiasm
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Design & Delivery of Training & Development Workshops – delivering fun and enjoyable training programmes (both short 1-2 hour sessions or longer 1, 2 or 3 day programmes) helping staff to gain commitment and to develop key communication and interpersonal skills and competences
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Writing Training Materials – writing easy-to-use training resource packs for line managers to use to train their staff
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Facilitating Staff Focus Groups – facilitating staff meetings, e.g. to identify core training need or to set key behavioural standards
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Teambuilding Events – delivering major teambuilding events involving fun and involving exercises, team activities, quizzes and group work
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Mystery Customer/Visitor Programmes – organising performance measurement programmes using mystery customers
Stuart has a particular expertise in supporting service based organisations with their quest to establish or enhance a customer/client based culture. This might involve: -
- Establishing core service values
- Identifying behaviour standards
- Designing and delivering highly effective management and frontline staff training programmes
- Providing individual coaching for line managers and frontline staff
- Measuring service delivery via mystery customers/visitors
- Writing service strategies
"At a time when products and services are increasingly similar, price and customer service are often the only significant differentiators." Dr Peter Honey (Management Guru)
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