What people say about Liam
“Liam’s truly inspirational and original approach has helped us to identify innovative ways in which we can take the success of our business even further. His service excellence work was evaluated by employees as some of the best we have ever had and its impact has contributed to enhanced employee satisfaction and our success as ‘Best Business’ in the North of England Excellence Awards.”
Jayne Phillips
Managing Director of Knowledge
Information and Performance
“Liam’s unique mix of sincerity, energy, passion and fun made a real connection with everyone of the 750 employees who attended the 18 sessions he designed and presented for Hanover Housing Group. I am confident Liam has re-ignited the impetus within the organisation to move us from good to great.”
Bruce Moore
Chief Executive
Hanover Housing Group
“Liam, it was a real pleasure to evaluate the day and read all the immensely positive feedback, you got a whopping overall rating of 4.8 out of five - congratulations on a job well done!”
Emma Baker
Staff Development Officer
Calderdale College
Customer Service solutions
Incredible customer service is often the defining mark of true excellence within any business. Great people, with brilliant can do attitudes, behaving in a positive way that enhances your business reputation.
But how can you achieve this? Often people think the answer is producing a set of customer service standards, a weighty accompanying service manual and a standard customer care course. This is all well and good but without full people 'buy in' and engagement, the manuals end up in the bin and the course is forgotten or even worse ridiculed.
The secret to service excellence is the ability to engage with people to understand their core purpose for being part of the organisation. To help them understand that their everyday actions and behaviours have a direct impact of the success or failure of the business.
Often organisations have used 'off-the-shelf' courses that are good, but they don’t capture the unique issues or essence of their own business. More and more top performing organisations including Waitrose are moving away from the 'off-the-shelf' approach and designing their own relevant and motivational customer service solutions.
Liam O’Connell can help you create individual solutions to your customer service challenge. He can help you create a truly thought provoking and interactive session and a new internal brand that is unique to your organisation and helps you connect emotionally and intellectually with your people.
Areas that Liam will consider include:
- Defining purpose and understanding
- Obtaining buy in and engagement
- Creating a cultural brand and shared direction e.g. people 1st, pride in our services etc
- Encouraging people to be ambassadors for their organisation
- Reward and recognition
- Attitude and understanding
- Fun, interactive and emotive elements including original film and other engaging solutions.