Overview
Graham is a specialist training consultant and coach with extensive experience and expertise in all aspects of customer service and sales – from skills through to standards and systems. He leads for us on larger-scale bespoke ‘roll-out’ programmes.
She supports organisations to work towards awards such as Customer Service Excellence and Investors in People.
Throughout her career she has helped teams in various private and public-sector organisations to constantly improve the service they provide and to look toward future trends to inform their strategies and offer.
Formerly a top-performing IT and solution sales professional, and a sales manager and marketing director, he has been training, coaching and consulting since 1993, and has personally trained some 30,000 people (both face-to-face and ‘live online’), in 25 different countries, from hundreds of different organisations spanning almost all industries and types of business.
As well as being a specialist in customer and sales strategies, and an NLP Master Trainer, Graham is also a popular motivational speaker. His consulting and training work takes him to all parts of the world, giving him a unique insight and depth of knowledge in his specialisms.
He has worked across a whole range of sectors, including manufacturing, automotive, telecoms, pharmaceutical, travel/leisure, IT/technology, public sector, retail, finance, professional services, etc, for clients such as Weetabix, Nikon, Amadeus, Shell, Black & Decker, Daimler-Chrysler, Citroen, ATS Euromaster, Texaco, Goodyear, Mercedes-Benz, BMW, BT, Nortel, Alcatel, Vodafone, AT&T, Cable & Wireless, Atlantic Telecom, Orange, Pfizer, Glaxo, Boots, American Express (Travel), Thomas Cook, Apple, Amadeus, Sony, IDC Semi-Conductors, Motorola, Cisco, Unilever, Gateway, CSF, Sun Micro, Prison Service, Home Office, various local authorities, various NHS Trusts, Vodafone, MFI, ASOS, Amex, AXA, Barclays, LIFFE, Abbey National, Nationwide, Halifax, De Lage Landen, Connells Estate Agents, Strutt & Parker, Vision IT, Law Society, Arramark, BBC Worldwide, Gibbs & Dandy, Jewsons, Crown Estate, Ambius, Whirlpool, Cosmos, SaudiAramco, TFL, HMV, Open University, BIG Lottery Fund, Stevenage Leisure, Mole Valley Farmers, etc.
Graham is based near Norwich, Norfolk and delivers customer service training across the UK and internationally.
Subject areas include:
- Customer service skills
- Sales skills – from introductory to advanced, from telephone skills to consultative selling, from closing skills to advanced negotiation, etc.
- Writing skills
- High impact presentation skills
- Business influencing skills
- Service with a sale!
- Time management
- Commercial management
- Train the trainer
Books:
- Work Smarter – achieving more with less
- CRM – How to turn a good business into a great one
- Telephone Tactics
- Companies don’t succeed – people do!
- Fifty ways to liven up your meetings
- 90 Brain Teasers for Trainers
- Sales Games for Trainers
