Great service turns your customers into your most successful sales channel
Our Values
Personal Accountability
Personal Accountability
Personal Accountability
Every service we provide is personally delivered, ensuring businesses receive genuine, honest feedback and practical advice that can be applied immediately.
Real-World Expertise
Personal Accountability
Personal Accountability
Our training and mystery shops are based on real customer interactions, not theory. We focus on what actually happens in your business and how to make meaningful improvements.
Integrity and Trust
Personal Accountability
Integrity and Trust
We believe in giving clear, honest insights, even when it’s uncomfortable. Trust is at the core of great customer service and great consultancy.
Lasting Impact
Personal Accountability
Integrity and Trust
Our goal is not just to identify problems but to create long-term improvements that strengthen your customer relationships and your business success.
Our Mission
At Customer Service Excellence, we believe great service is not complicated, it just needs to be done right. We work closely with businesses to help them see what their customers see, combining real mystery shopping with hands-on training that is simple, honest and effective. Every session is delivered personally, with clear actions that build trust, improve loyalty and deliver real results. Our mission is to help you create loyal customers through exceptional experiences.
About cse
I have built my career based on a fundamental belief. Customer service must never be an afterthought.
My professional journey started in the banking sector, where I discovered that when you take the time to deliver personal customer service and build real relationships with customers, you transform their experience of your business.
Subsequently, I transitioned through various roles in hospitality, fundraising, youth development, and operations. Each position I gained further knowledge about customers, service, and developing genuine connections.
One of the most fulfilling chapters of my career was my role as a chauffeur at the renowned Gleneagles Hotel. Transporting guests to and from the hotel was not merely traveling from point A to point B. It involved providing world-class service, meticulously attending to every detail, and crafting everlasting memories for guests.
If there’s one thing I have learned throughout my career, it’s this: people remember how you make them feel.
Currently, through Customer Service Excellence, I bring all of my experience together. I assist businesses across industries in elevating their standards, managing customer conflicts, enhancing customer loyalty, and creating distinctive experiences that make them a cut above the rest. It is not merely about theoretical concepts; it is about practical service, proven in some of the most challenging environments, and delivered with authenticity at all times.
Facts about service today
How Much?!
Not so Luxury Welcome
Customers Talk
12 Billion pounds is lost every year due to poor customer service. This can be through refunds, free meals, complaints and missed business.
Customers Talk
Not so Luxury Welcome
Customers Talk
13% of customers who have a bad experience will share that with around 15 people. If you have a table of 4 who all have a bad experience and share it, you could have 64 people who now wont visit your restaurant.
Not so Luxury Welcome
Not so Luxury Welcome
Not so Luxury Welcome
Luxury retail etiquette failures: Recent social media reports highlight increasing incidents of rudeness, elitism and even discriminatory "door policies" in high‑end stores, damaging brand reputation.
Time to stop
Driving Customers Away
Not so Luxury Welcome
Rising staff burnout is degrading service quality: A survey from August 2024 found that low morale, high turnover and stress are causing a deterioration in guest service across UK hospitality venues.
Driving Customers Away
Driving Customers Away
Driving Customers Away
17 % of motor‑sales disputes cite poor service: In 2024, one‑fifth of used‑car complaints submitted to The Motor Ombudsman related specifically to customer‑service failings.
Please Hold
Driving Customers Away
Driving Customers Away
Frustration runs deep with long delays: A Guardian article from April 2025 noted that 78 % of UK consumers feel frustrated when contacting customer‑services, with many spending up to 41 minutes per week trying to resolve issues results.
Services
Mystery Shop
Customer Service Training
Customer Service Training
See Your Business Through Your Customer’s Eyes
Our Mystery Shop product is designed to give you a clear, honest picture of how your customer service performs day-to-day.
It starts with a conversation. I meet with owners and managers to fully understand your business, your challenges, and where you feel service might be falling short.
From th
See Your Business Through Your Customer’s Eyes
Our Mystery Shop product is designed to give you a clear, honest picture of how your customer service performs day-to-day.
It starts with a conversation. I meet with owners and managers to fully understand your business, your challenges, and where you feel service might be falling short.
From there, I personally carry out 3 mystery shop visits within 7 days, focusing on the key areas we’ve identified. This isn’t a tick-box exercise, it’s a real-world assessment from your customers’ point of view.
You’ll then receive a detailed, easy-to-understand report highlighting:
What your team is doing well
Where improvements are needed
Honest, practical recommendations for change
From there, you have clear next steps. I can support you further with tailored training programmes designed specifically to address the findings, strengthen your customer experience and help your business grow through better service.
Fast. Honest. Actionable.
Customer Service Training
Customer Service Training
Customer Service Training
Training That Fits Your Business
Our customer service training is built to give your team the tools, confidence and understanding they need to deliver outstanding service every day.
Whether you're looking to build strong foundations, develop your team’s skills, or take service to a higher level, we offer flexible training programmes to sui
Training That Fits Your Business
Our customer service training is built to give your team the tools, confidence and understanding they need to deliver outstanding service every day.
Whether you're looking to build strong foundations, develop your team’s skills, or take service to a higher level, we offer flexible training programmes to suit your needs:
Build – Create strong service basics, perfect for new teams or businesses who want to set clear customer service standards.
Grow – Develop your team’s confidence in handling customer needs, communication, feedback, and trust-building.
Accelerate – Sharpen existing skills, tackle more advanced customer situations, and embed a service culture that delivers long-term loyalty.
Each session is fully tailored, engaging and built around real-world situations your staff face daily. We focus on practical techniques, clear examples, and interactive learning that staff can apply straight away.
If you require more in-depth or fully bespoke training tailored entirely to your business, this can be arranged as a custom programme, with pricing agreed based on your specific requirements.
Practical. Personal. Proven.
Consultancy
Customer Service Training
Customer First Framework
Personalised Support. Practical Results. Full training courses may not always be required so here is our consultancy. You just need someone to sit alongside you, look at your business, and give you clear, honest advice.
We’ll work together to:
Review your current customer service approach
Identify areas to improve and strengthen
Build
Personalised Support. Practical Results. Full training courses may not always be required so here is our consultancy. You just need someone to sit alongside you, look at your business, and give you clear, honest advice.
We’ll work together to:
Review your current customer service approach
Identify areas to improve and strengthen
Build practical, step-by-step action plans
Develop confidence in handling complaints, feedback and tricky situations
Create a long-term service culture that delivers real business results
Every session is tailored to your business, your challenges, and your goals. This is hands-on, no-nonsense coaching designed to give you clarity, direction and confidence in how you manage your customer experience.
Simple. Personal. Effective.
Customer First Framework
Customer Service Training
Customer First Framework
Most start-ups focus on product, price and marketing, but often forget the backbone of growth: customer service. That is where I step in. I work 1-to-1 with business owners to build a simple, effective customer service model from the ground up. Together, we create clear processes that make sure every customer has a first-class experience, helping you turn first-time buyers into loyal advocates.