I’ve had the pleasure of working with Catherine a few times for face to face training over the last few years but in the last 12 months we have, for the first time, developed some Covid-enforced, virtual learning via Teams. I’m delighted that it’s been a great success thanks to the quality of the work that Catherine put into its development and delivery.

 

Catherine took the time to immerse herself in our Business, understanding our processes, the challenges we face and what we really wanted to get out of the Customer Service / Soft Skills training. She translated this into three discrete sets of two modules, each building upon the last so that we took the team through a journey from the basics, to intermediate and then advanced. In doing this, she covered off a multitude of diverse topics such as brand tone of voice, resolving conflict, solving problems before escalation and social media customer service, to name just a few.

 

In order to keep the sessions fresh and stimulating, Catherine employs a variety of techniques to engage even the most stubborn of learners – no mean feat when we’re all still working from our study, kitchen, dining room or bedroom and, when we surveyed the team after the sessions, we received consistently high average scores of 4 to 5 out of 5 for three questions:

• Did the session(s) improve your knowledge?

• Did the session(s) improve your skills?

• How would you rate the session(s) overall?

 

I’d have no hesitation in (a) working with Catherine again or (b) recommending her to anyone thinking of carrying out customer service / soft skills upskilling training and, in fact, we’re already in discussions about what to work on for 2023.