“Open, friendly, encouraging – a true facilitator who encouraged sharing
& discussion between participants” (as an associate)
“Nikki was very informative & presented well”
“Really spoke directly to the needs of our department” (as an
associate)
“Very good training, a lot of involvement & understanding of complaint
handling”
“No improvements. Very good”
“The training session was delivered very well”
“What I Liked Best – Excellent trainer” (as an associate)
“A really relaxed & enjoyable day, which I have greatly benefitted
from” (as an associate)
“Best trainer I have had! Fun, informative & varied”
“No improvements needed, Nikki was lovely”
"As Head of Customer Services at South East Water, I engaged the services of Julia Anyan, from BeSpoke Performance Management Limited, when I had a requirement to upskill the members of our complaints team.
Julia took the time to understand the real drivers behind the training requirement in addition to understanding the success factors. She then designed and created a two-day session, which she delivered successfully to the team. Each team member received their own workbook to keep and subsequent feedback from the team was very positive.
However a key outcome, from a customer and organisational perspective, was that the effectiveness of the training enabled a year-on-year reduction in complaints, for 3 successive years - culminating in the best regulatory performance, as observed by Ofwat and the Consumer Council for Water, delivered by the company. Thank you Julia!" - Stewart Pattinson
To see more testimonials visit our Case Studies page.