Customer Service Leadership reimagined for the 21st Century
Call us on 07551 663678
Customer Service Leadership reimagined for the 21st Century
Call us on 07551 663678
We are customer service consultants specialising in working with sales and customer service operations, to help drive significant improvements in efficiency; lower costs; higher customer customer satisfaction, and better employee engagement.
We do this by helping you to see your business from a "whole system" (systems thinking) perspective, giving you a better understanding of the real drivers of performance in your business, and allowing you to make informed choices (supported by data & evidence) about change.
Our change management method is based around a 3 step approach - Study, Experiment & Act.
We work with your frontline staff and leaders to ensure that all of the learning is retained within your organisation, so when we leave, change is sustainable. Our approach is collaborative, and designed to create buy in from the C-suite to the frontline.
With experience in contact centres, back offices and even field operations, working in UK and across Europe & Asia, Better Thinking has been proven as a way of significantly improving the efficiency of service organisations, whilst also increasing customer & employee satisfaction. We can also help you to identify the right processes for automation, unlocking even further value!
"One of the most capable and talented Operational & Transformation leaders I have worked with in the last 25 years....leading significant change improvements resulting in lower costs, higher customer satisfaction & sakes, and reduced risk."
- Group Customer Experience Director, UK Insurer
"Rob is an exceptionally talented leader of service operations, and has worked effectively for me in a number of roles. He has extensive skill in improvement methodologies, especially Systems Thinking, and can span industries and geographies to affect fundamental change for his customers."
- UK Customer Service Director, UK Insurer
Too often we get caught up in processes...processes that tangle up our operations but more importantly, cause impact to our customers.
Rob's natural focus on the Customer, and ability to cut through and recommend change, will make your customers smile again.
I would highly recommend Rob to help you tackle those internal challenges and bring a focal point back to those important people!"
- Global Customer Success Director, UK Telecoms
His standout capability is being able to connect the business drivers behind the need to transform, with the needs of the customer, thus enabling a truly sustainable change.
I would highly recommend Rob to any organisation that is wanting to transform its business around the customer and/or have a customer focused leader driving their operation forward.
- Head of Field Operations, UK Energy Supplier