Customer service consultancy

“First off – thank you for coming up and supporting our VC awareness! You had great engagement and it was a very enjoyable session and flushed out some key pieces of information that I feel we can work on internally to make our offering stronger.

I also want to say was a privilege it was to meet you and get the opportunity to spend some time with you and hear some of your experiences!!”

“Thank you SO much for yesterday. I was absolutely buzzing after the training. It gave us so many ideas and really helped us navigate the world of RCA. It was also so nice as you gave us an external view and other ways to look at things. At times you can get so bogged down in the complaints, but having training like yours helped refresh all of us and def made me realise why I do enjoy plugging away at the issues. I don’t think I have ever filled a notepad with so many notes I will actually use! 😊
Thank you so so much again I feel very fortunate that our paths have crossed.”

“Thank you again for today – found it so insightful, could have picked your brains all day!”

“Thank you for all of your help throughout this process. It has been a pleasure.”

“To reaffirm from my side, Caroline’s intro was lovely. She is warm, relaxed, down to earth and alleviated any nerves people might have had from the start”.

“To reaffirm from my side, Caroline’s intro was lovely. She is warm, relaxed, down to earth and alleviated any nerves people might have had from the start”.

“Can’t remember if I emailed you after the last training session but suffice to say it was brilliant again and the feedback from the team was great. Thank you so much for delivering this to us.”

“A real eye-opener as to how we are able to improve our process on Final response letters”

“It was really powerful to be able to discuss our experiences with someone who clearly is a subject expert along with our counterparts in other related industries”

“I found the course very useful. We have previously worked our complaints with a view of doing what is needed. However, this course will help us at Snap make changes to improve the overall customer experience. It's great to come away with new ideas and changes we can make”

“Very good, lots of useful questions and answers”

"Caroline Wells has been an invaluable asset for CTP in delivering training on handling complaints. Her expertise, engaging delivery style, and deep understanding of customer service challenges have made a real impact for our delegates attending her workshops.
Through real-life examples, interactive discussions, and practical techniques, Caroline equips participants with the skills and confidence needed to handle sensitive situations with empathy and professionalism. The feedback from our delegates has been overwhelmingly positive with many highlighting how practical and immediately applicable the training is. We highly recommend Caroline to any organisation looking to enhance their approach to customer complaints and vulnerable customer support."

“It has been an absolute privilege working with Caroline. She is not only extremely personable and authentic but also brings a wealth of industry expertise that makes her highly regarded by our members. Caroline is a fantastic communicator, always bringing out the best in her participants, ensuring they leave her sessions engaged and informed. She has been a key supporter of the initiatives we launched at the FLA, always advocating for the highest standards in training. Her responsiveness to development needs, coupled with her ability to read between the lines and understand the nuances of learner requirements, makes her an exceptional trainer. For all things related to complaints, disputes, and customer service, there’s truly no one better!”