Expertise
- Customer Service
- Contact Centres
- Management Coaching
- Start ups
- Health and wellness
- Customer Service Improvement
- Customer Experience
- Customer Management
- Target Operating Model
- Service Transformation
- Complaint Management
- Complaint Reduction
- Customer Operations
- Customer Retention
Summary
I'm Sarah - a straight-forward senior consultant with a carefully cultivated holistic approach. I work with businesses to help them manage their customers well - through engaging their internal teams, and advising on the best processes and technology for all parties; and I work with individuals to help them take ownership for their helath. Sometimes the two converge, and I can develop programmes that intentionally bring those two elements together.
If you work with people and customers, then you create ‘customer experiences’. But are these experiences always the ones you want to be known for? In a world where service quality sets you apart from the competition, I can help you to optimise the way your people talk to customers, as well as providing you with practical tools and guidance on measuring how your customers feel about you.
With over 25 years’ diverse and successful experience transforming operational, people and customer management, I am passionate about working alongside start-ups and fast-growing organisations who aren’t afraid to do things differently. Free from the one-size fits all constraints and prohibitive costs of the ‘big consultancies’, I offer bespoke services, tailored to strategic objectives and budgets, that quickly get under your organisation’s skin; recommending well-thought-out and sustainable changes to people, processes and technologies that enable you to drive efficiencies, maximise service quality and transform customer experience.
Please do not hesitate to get in touch if you wish to know more.