Overview
An enthusiastic student and practitioner of customer service his whole career, Scott has been working as a trainer and coach in this field since 1996.
His foundation in customer service and then sales emanates from his time on the front line in retail banking with NatWest. Demonstrating a strong philosophy of putting the customer first, Scott was invited to lead a local project team, challenged with the task of reducing customer queues and waiting times. The recommendations from Scott’s team were implemented, resulting in a 50% reduction in queuing and a marked increase in customer satisfaction. His team were rewarded with a Quality Service award at the national service conference.
Scott has published a number of articles on his experiences as an international trainer and coach. He has worked with many clients (eg, HMV, Waterstones, NatWest, Senate Electrical, Denmans Electrical, Software Europe, University of Lincoln, Davies Tapes, Moon Beevor Solicitors, London Borough of Greenwich, Avtura, Acton Training Centre, Hall & Partners, Johnson & Wales University (Miami), Costa Cruises, EDF, UK Power Networks, The Ship’s Photographer (Services) Ltd, Restons solicitors, Brockwells Forestry, Oxford City Council, Stevenage Leisure, etc, etc) in a diverse range of sectors, particularly retail, wholesaling and hospitality, but also encompassing finance, training, market research, vehicle repair, airline operations, software design, energy and universities.
His qualifications include:
- Qualified NLP Master Practitioner, Time Line Therapist and Hypno-therapist
- Associate of the Chartered Institute of Banking (ACIB)
- National Vocational Qualification Internal Verifier and NVQ Assessor (CIPD)
- Accredited practitioner in DISC and Facet5 profiling tools.
Scott is based in Biggleswade, Bedfordshire and delivers customer service training across London and the south-east.
