Ros Gardner

Ros Gardner is a specialist in Customer Care Excellence.

Graduating from Southampton  Universityin 1970, Ros Gardner joined Marks & Spencer Plc and for the next 16 years undertook a variety of training and personnel appointments, both divisionally and in Head Offices.  Her main areas of expertise developed included Training and Presentation, Selection and Recruitment, Communication Skills, Leadership and Motivation.  1986 she became Divisional Personnel Manager, responsible for a group of stores and warehouses, with particular responsibility for staffing and training.  Two years later she became Manager of the Customer Services Department, responsible for a large complaints department handling a quarter of a million customer contracts per year.

Ros spent two years as Director of Field Services of the National Association of Citizens Advice Bureaux, with responsibility for the overall operation of Citizens Advice Bureaux throughoutEngland,WalesandN. Ireland.  She was instrumental in co-ordinating the disparate cultural and political anomalies of this public service.  Simultaneously Ros also began work in the Cabinet Office as a member of the Citizens Charter Complaints Task Force, identifying and implementing best practice in customer care within the public sector.

Ros now runs her own successful consultancy, specialising in Customer Care Excellence and Complaint Handling.  Working with a wide range of clients she continues to help business exploit the opportunities that customer care provides.

As a professional keynote speaker on the subject of Customer Care Excellence, Ros has spoken widely at conferences inEurope.  As a writer for a number of professional and business publications, Ros continues to make her message known – “Investment in Customer Care Excellence will positively impact the balance sheet of any business”

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 presentations focus on retaining and maximising the potential of existing customers while growing a business culture that attracts new customers.

Humour, straight talking and business sense ensure her presentations are well received.  Ros has spoken to senior management and front line personnel inDubai,Holland,Germany,Crete,Spain,France,UKandIreland.  Any company that has customer care on its corporate agenda will benefit from Ros’s knowledge and experience.

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 presentations are researched and customised for each audience, around the following themes:

  • Consistent Customer Care Excellence
  • Complaints:  The ultimate business opportunity
  • Welcome to the future – Sex, Chocolate and Shopping
  • The Loyalty Effect and Beyond
  • M & S Where Did It All Go Wrong?

 

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.

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.

All of Ros Gardner’s presentations are laced with real examples and humorous anecdotes that make them relevant, memorable and compelling.

Customer Care Excellence

The key elements of Customer Care and how they can be applied to your business.  Elements included in the presentation are:-

  • The value of Customers
  • Customer perception of Service
  • Listening to Customers
  • Customer Communications
  • Exploiting the opportunity that complaints provide
  • Management commitment to Service

Welcome to the Future – Sex, Chocolate and Shopping

A personal and unique view of the future of customer care.   Elements included in this presentation are:

  • Relationships
  • Service enhancements
  • The shopping mentality
  • Changes in customer lifestyle that will change the way we do business
  • The impact of technology on service
  • Consistent core values with new applications

Complaints – The Ultimate BusinessOpportunity

Using her unique experience of complaint handling, Ros addresses the real value of complaints and how they can positively influence your business.  Elements included in this presentation are:-

  • What do customers want when they complain
  • How to use complaints positively
  • Harnessing complaint information to improve your business
  • Building on a relationship with the complainant

Achieving the Loyalty Effect and Beyond

The quest for loyalty continues and this presentation reviews some of the ways in which it can be achieved.  Elements included in this presentation are:-

  • The economics of customer loyalty
  • Identifying the right customers
  • The right employees and how to keep them
  • Measuring loyalty
  • Learning from Customer Defections
  • Beyond Loyalty – Trust