We grow your business through customer loyalty

How we can help you

At Customer-Excellence we deliver advice and training to help put in place a customer service strategy that considers your customers in every part of your business. We offer specialist expertise around customer experience whilst keeping things simple, practical and engaging. We help you create a customer experience that builds loyalty and turns customers into advocates. We know what works.

Strategic Reviews

A review of your service at every touch-point – where can you improve?

Training

Training tailored to your business. Are your team the best they can be?

Coaching

Qualified coaches help individuals achieve goals faster. Who needs that extra push in your team?

Research shows that acquiring a new customer is 5x times the cost of keeping a current customer

How we work for you

The philosophy of Customer-Excellence is that your people are what set you apart and our simple formula delivers results by focusing on your team. Better employee engagement usually results in a better customer experience; a better experience means improved sales and loyal customers. We like to think that if employees are happier, customers become happier and everyone’s day is made that little bit happier.

We can work with your leadership team to review your customer experience and service strategy. By considering your service at every touch-point, we can help identify the opportunities for improvement. From your vision and values to reviewing the behaviours of your team – simple actions can result in happier customers.

Your people are your most important asset and we’ll help them realise their crucial role in the delivery of any customer service strategy. We keep things simple and a key focus area is the behaviours they display to customers. People like to deal with people they like and trust – and we can help your team improve their behaviours and build a better rapport with customers. We also help set up customer feedback and measurement routes so that you can set clear goals for your teams and help ensure they are meeting them.

With qualified and experienced coaches we can also work with individuals to help them identify actions they need to take to improve their performance. Coaching helps team members define and achieve professional and personal goals faster, which can help make them more effective and happier.

Why chose Customer Excellence?

Jill Clark is the founder of Customer-Excellence and a leader in customer service. She is a dedicated and highly skilled business professional with over 25 years retail experience, specialising in customer service and experience.

Jill works with colleagues at all levels – from shop floor to Board level. She is an expert in customer service, effective communication, retail best practice and leadership management; as a qualified lecturer and experienced coach she is passionate about helping individuals improve their performance. Drawing on leadership and practical experience from decades of working with individuals at every level, Jill can help others excel in their chosen role.

Jill has over 25 years of retail, business and customer service experience. She was formerly Director of Customer Service at Specsavers and was instrumental in driving customer loyalty and recommendation within Specsavers. Jill has an MBA (Henley Management School) focusing on customer service and satisfaction. Jill is also a Non Executive Director of the Channel Islands Coop.

Jill is a qualified trainer (Certificate of Education), has lectured at the Guernsey College of Further Education and is currently delivering Institute of Management (ILM) courses at the Guernsey Training Agency. Jill is also a qualified and experienced coach (Association of Coaches).

Jill also runs the Customer Service Awards for the Channel Islands – giving excellent teams and individuals the recognition they deserve – and inspiring others to deliver a better customer experience.

Testimonials

The training enforced what we all should know about customer service but in our busy days, we can sometimes neglect. The training was a real “light bulb” moment about refocusing and getting back to client relationship building.

-Manager, AFM

Jill’s approach was friendly, honest and approachable. Very informative and easy to follow – and engaging which is important.

-‘Customer service behaviours’ training attendee

The Customer Excellence workshop was really good – I have a list of things I now want to change as a result.  I just wish it could have been longer.

– Customer Excellence workshop attendee, May 2019

Thank you – it was brilliant! I liked the interaction – everyone got a chance to speak.

– Customer Excellence workshop attendee, May 2019

Fantastic experience, found it extremely helpful. Lots of really useful information with no filler.

– Leadership Excellence workshop attendee, May 2019

The workshop gave an excellent insight into key areas of leadership and included reflection and actions. I give the leadership excellence course top marks.

– Leadership Excellence workshop attendee, May 2019

Jill’s approach is so friendly – lots of activities and challenges kept us engaged throughout the whole session.  It was great fun – but I learned a lot as well.

– Customer Excellence workshop attendee