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Developing your people to enhance your customers experience

Are your senior managers engaging with your teams?


Marie Cross

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Senior management do not always connect their vision with the output of their frontline operations when it comes to customer service training and people development, yet the people on the frontline are fulfilling this vision, so any money spent on their development surely represents an investment in the company’s future. What values and beliefs do we want to communicate to our customers? What investment is needed to ensure our people are fulfilling these brand values as the voice of our organisation?

If you use these questions as your starting point, then you can identify the training and support your staff really need in order to be the difference that makes the difference. You’ll be able to deliver relevant training that improves your service culture and enhances your customers’ experience of your brand on the frontline.

Your customer service departments are responsible for achieving customer satisfaction and building positive relationships – something every business needs to survive and thrive today – so it’s definitely worth investing in customer service training programmes and leadership development, no matter how much or how little you have available to invest!


Cross Marie


Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!

Hello...I'm Marie Cross!

Marie Cross

...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.

If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

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