I design and deliver programmes for leaders, teams and service staff, mostly in financial services and hospitality. Every one is built around your strategy and measured against it.
ForExecutives, senior managers and first-line leaders who need to get more from their people without burning them out.
What changesLeaders learn to stay in their Adult under pressure, give feedback that lands, and meet the needs that keep people engaged. Practical, grounded in Transactional Analysis and Functional Fluency, and built to outlast the workshop.
ForLeadership and operational teams that are stuck, newly formed, or about to take on something hard.
What changesThe team sees its own patterns and starts to work on them. Usually an individual iEQ9 Enneagram assessment and debrief per person, then a team day on working better together, with follow-up coaching where it's needed.
ForContact centres, frontline and service teams where the standards exist but the experience doesn't.
What changesPeople shift how they think about the customer and their own role, so service holds on the difficult calls. Designed to move your CX metrics, not just your training scores.
point improvement in Net Effort Score
The brief. A major South African financial services group wanted to improve the experience customers had with its service teams. Previous training had covered the standards. The scores hadn't moved.
The approach. Instead of more scripts, we worked on what was driving behaviour: the mental models staff held about customers, the ego states they slipped into under pressure, and who owned the outcome. More than 320 delegates went through the programme.
The result. A 35-point improvement in Net Effort Score, fewer complaints and more compliments. Delegates rated the programme between 4.88 and 4.96 out of 5 across every measure, and 100% said it was worthwhile.
A 30-minute discovery call. You tell me what's happening, I'll tell you honestly whether I can help and what it would take.