clients

 

Corban and Blair

Ongoing consultancy for internal communications and staff development

Unseentv Productions

Designed and developed the prototype of a series of short, intelligent ‘service reminder’ training videos to be distributed via email throughout an organisation to facilitate cultural change.

Department of Community Services

Staff development workshops

Sydney University Continuing Education

Ongoing facilitation of ‘Critical Skills for Executive Assistants and Personal Assistants’; a one-day skills enhancement workshop

Southern Cross Dental Laboratories

Coached individual staff members in sales and service protocols

Merivale Group

Consulted on Initial Induction training program for Ivy (hotel, restaurant and bar complex in Sydney CBD)

Georg Fischer Piping Systems

Conducted work groups to identify training needs; assisted managing director formalise a ‘Mentoring’ program and conducted appropriate training; coached executive team in communication skills, prepared ‘Service Protocols’ for staff; advised on content for company’s International Conference held in Shanghai

IIR Pty Ltd. IIR Executive Development (in all Australian capital cities)

Developed/delivered public courses, e.g. ‘Project Management Effectiveness’, ‘Leadership Skills for Women’, ‘Customer Service Standards’, ‘Office Management’, ‘Essential Management Skills’ and ‘Presentation Effectiveness’

Bentleys MRI Canberra

  • Reviewed organisational needs, customer feedback and staff concerns to determine solutions for staff development and business growth
  • Devised techniques and strategies, in conjunction with current business values to accelerate the relationship and task outcomes within the company
  • Implemented initiatives to create a common client-value mindset with staff
  • Coached executive personnel to enhance leadership behaviour

Allianz Insurance (Australia wide)

  • Part of team that advised on customer service enhancement and retention

  • Developed and implemented a cultural change program to achieve a customer focused culture with respect to adult learning principles

  • Reviewed best customer service practices and made recommendations to enhance internal and external customer service processes

  • Advised on appropriate initiatives following an internal staff survey

  • Coached leaders on change management techniques, leadership and communication skills

Grace Removals

  • Developed and co-facilitated a sales and service workshop for the company

  • Provided customised sales support and one on one coaching for all ‘front-line staff’ to create a measured improvement in customer satisfaction

Qantas Airways Ltd

  • Successfully co-designed and implemented an extensive cultural change initiative supporting product enhancements and service consistency for more than 7,000 flight attendants

  • Successfully facilitated 80% of the program for customer service staff (with an average of 35 delegates a day) and 90% of the ‘Leadership’ program for cabin crew managers

  • Made recommendations to improvements in service processes, service recovery and brand loyalty that led to measurable improvements in customer service (ANOP survey)

Other clients

  • China Southern Airlines (Guangzhou)

  • ADI Australian Defence Industries (Benalla and Bendigo)

  • Integral Energy

  • Moody Financial Services (Hong Kong)

  • NRMA

  • NSW Police Department

  • Viking Office Products