The potential for improved customer care to positively impact business is not in doubt. However, making it happen requires knowledge, experience and drive. Ros Gardner is a specialist in Customer Care Excellence.
Her work focuses on retaining and maximising the potential of existing customers, while growing a business culture that attracts new customers.
For many years Ros worked at the customer focus edge of retail. Subsequently for two years she was Director of Operations for the National Association of Citizens Advice Bureaux, responsible for the day to day running of the CABs in England, Wales and Northern Ireland. In addition Ros spent two years seconded to the Cabinet Office as a Member of The Citizens Charter Complaints Task Force where she regularly reviewed the customer care of a variety of organisations in the public sector.
Humour, straight talking and practical experience, together with a well-developed business sense ensure her consultancy work is relevant and easily applied. Ros has worked with the British Government and the Romanian Government, and has also worked for a number of clients in the private sector. Any company that has customer care on its corporate agenda will benefit from Ros’s knowledge and experience. Recent work in the call centre industry has widened this brief.
As a consultant in Customer Care Excellence Ros continues to broaden her field of operation. This provides a wealth of examples to illustrate the key components of her approach - ‘Investment in Customer Care Excellence will positively impact the balance sheet of any business’.
Her areas of expertise include:-
