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In 1997 I took on the responsibility for Customer Services for a company that was moving site and at the same time combining 3 other acquisition companies. This involved hiring 15 new staff to replace the Customer Services personnel who decided not to move locations, ensuring they were trained, setting up the new structure and liaising with a manufacturing organisation that was also working on a new site and with many new personnel.

It was NOT an easy job, but helped me understand what is important in provision of service to clients. When I then moved on to run a whole division for this company, which was later spun off as a Limited Company I was able to instil into the new customer service employees the importance of excelling in their area. This helped build this company from a £250,000 business, with little or no reputation, to a £3.5million company with a reputation for "best in market" support.