If you’re looking for workshops that cover all of the key customer service topics, but can also be tweaked or completely designed from scratch to meet your individual needs, then I may just be the person for you.

It’s a bold statement, but my workshops are different. Like you, I’ve sat through training that has gone on for hours, leaving me wondering what I learned from it. That’s why I wanted to do things differently and why I work hard to make my workshops engaging, interactive, and coach people towards solutions.

I call it guided learning. I provide a safe space for your staff to be completely open and honest with me about what they struggle with and what they need help on. It means that staff can learn a lot more and I can pivot at a moment's notice to cover off a topic or a point.

Some of the topics I cover

As you’d imagine, I cover all of the core subjects related to customer service, including:

  • Developing and honing complaints handling skills
  • Writing effective Final Response Letters
  • Consistent Distress and Inconvenience awards
  • Using the phone for effective complaints resolutions
  • Identifying and responding to customers in vulnerable situations

“It was really powerful to be able to discuss our experiences with Sarah who clearly is a subject expert along with our counterparts  in other related industries”

Toyota Financial Services

“I found the course very useful. We have previously worked our complaints with a view of doing what is needed. However, this course will help us at Snap make changes to improve the overall customer experience. It's great to come away with new ideas and changes we can make”

Snap Finance

As flexible as you need it

In-person, online or blended learning

I can offer workshops in a format that works for you, whether that means I come to you, or we do it online, or even a combination of the two.

Not just box ticking

I’m not a fan of box ticking, and so any workshop I run is tailored to your needs, to make sure what I’m doing is going to work.

For me, the mark of success is when I’ve provided you and your staff with the information, the knowledge and the know-how to go straight back to work and start applying the learning with confidence and meaning.

"A real eye opener as to how we are able to improve our process on Final response letters”


“Can’t remember if I emailed you after the last training session but suffice to say it was brilliant again and the feedback from the team was great. Thank you so much for delivering this to us.”

Clear Bank

Working with trade associations

I’m so proud to work with the UK’s two largest trade associations - Finance and Leasing Association and UK Finance. I offer training to their whole membership, providing the core topics to help them with their complaints handling processes and general customer service skills

Proud to be associated with

Get in touch

If you’re not sure what you need, or you’d just like to have a chat about what you’ve got in mind, get in touch.

There’s no hard selling, just a good, honest conversation about what you’re looking for .

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