A creative communication workshop for a mixed ability group.

Gateway is a social club for adults with a learning disability, affiliated to Mencap. Groups are run by volunteers who ensure the clubs are friendly, vibrant and productive.

Braintree Mencap Society recognised that the four area clubs needed to coordinate better. They knew improved communication would save time and effort for everyone, but didn’t want their volunteers giving up any more personal time to attend formal training.

So they asked Rebecca to design a fun, creative, fully inclusive day when volunteers and their members could come together and strengthen their communication channels.

With Rebecca facilitating, 16 people came out one sunny Saturday in March to plan a major event: Gateway’s Got Talent! They formed project teams, each taking responsibility for one aspect of the show following a clear set of steps. The project teams quickly discovered the importance of checking in with each other, making sure the plans they were making would all fit together at the end.

By the end of a busy day there were many posters, stickies, scribbled notes and biscuit crumbs – and a glorious floor-length timeline, setting out exactly what needed to happen, when, and who would be responsible for it. Mission accomplished.

General Manager Rachael Lucking picks up the story…

“What a brilliant time we all had on Saturday, Rebecca. You were the perfect trainer for the day, and everyone worked so very very hard. In fact, it is the only course I have been on where at 4pm we all decided to do some extra work and compile a list of Rules for Entry to our competition. Talk about gluttons for punishment, but it was fab!”

And what about the event itself? Gateway’s Got Talent went ahead that June.

“Everything went to plan – thanks to your training day – and it is fair to say that everyone kept their promises and performed their allocated tasks beautifully! It just goes to show what teamwork can do.”

The event was fully reviewed afterwards, and lessons learned.

“Rebecca is an amazing trainer who is able to understand your needs and requirements in order to tailor make a trainer course that really does deliver! Thanks to a course on the Importance of Communication four different local Mencap groups and their members with a learning disability were able to work together in order to plan and organise a large Gateways Got Talent Contest. Without her facilitation this would have been an impossible task, with her it became a fun, learning experience. Thanks Rebecca, you are a superstar!”

Customer service coaching to help build five-star service.

Founded in 2004, TTNC (The Telephone Number Company) is an Ofcom regulated Telecoms Network Operator, providing virtual landlines, VoIP solutions and call management to over 16,000 businesses. Whether supporting an international corporation or a sole trader, TTNC provide a tailored service in a style that’s approachable, flexible and highly professional.

Since 2015, Rebecca has worked with TTNC’s new joiners to help set the expectations for their customer conversations. Through informal discussion, call listening and coaching, the customer service team have gained confidence, skills and a style that is winning them not only significant business growth, but a consistent five-star showing on Trustpilot.

“Call Coaching was incredibly useful training for me. I now feel more confident on the phone, particularly when speaking with challenging or angry callers. Rebecca was an amazing coach and I would recommend to anyone wanting to improve their call taking skills.”

Hear what William Hodge, Customer Service Manager says:

“Rebecca’s training sessions have become an integral part of our staff onboarding, something that we commit to offering and mention as early as the interview stage. Rebecca goes the extra mile; having a deep understanding of how we work, the services we offer along with the typical customer enquires received; the training sessions cover exactly what’s needed on a personalised basis. Everyone leaves the sessions feeling engaged with improving, along with an increased sense of confidence. I can instantly see the positive impact and spot their new techniques being used. With our ever-growing team, it’s reassuring that we have Rebecca ready to help!”

The sustainable energy expert growing exceptional B2B customer relationships.

Pozitive Energy burst onto the B2B green energy market in 2016 determined to offer something different. Recognising the growing desire of UK businesses to move towards sustainable energy, the founders used their years of industry experience to design the company from the ground up. Alongside their innovative approach to energy brokering, IT software and strategy, they’ve placed openness and high-quality customer care at the heart of their story from the get-go.

Through a recommendation, Rebecca became involved with Pozitive Energy in its first months of trading, when the company took on its first two Customer Care team members in the UK. She has worked with the expanding team ever since, both here in the UK and via online conferencing with the technical team in India. At the heart of all Pozitive Energy’s customer conversations is a knowledgeable, friendly voice, absolute professionalism and one-call resolution.

In the early days Rebecca also pulled together a complete induction programme, helping new colleagues make sense of a complex and jargon-heavy sector.

Rebecca continues to partner with Pozitive Energy regularly, supporting new joiners and helping established team members in the UK and India to continuously raise their game and expand their skills.

Here’s Chloe Crudgington, Customer Care Manager:

“Rebecca is amazing to work with. She has the skill of making people feel comfortable around her whilst keeping things focused and professional. All members of staff who trained with her have found what they learned incredibly helpful to take into their roles. We see them using these techniques regularly and are so pleased with the outcomes from Rebecca’s influence.”