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Leading high performing customer service teams in a global organisation for ten years ensured that she develop expertise in all elements of customer service strategy and delivery and their interdependencies. She also has proven capabilities in specific focus areas.

Vicki has extensive experience in the area of process performance. She has seen the immense value that applying proven process improvement methods to customer service activities can add to customers. The developing and application of specific customer-felt measurements is a core component of process improvement and Vicki has implemented them in a number of areas.

Vicki's third area of focus is in the management of people in a service environment. Effectively selecting, retaining and recognising staff who serve customers is essential if organisations are to deliver the experience customers deserve.

Vicki combines the theory of customer service and customer experience with years of practical application. Her approach is both pragmatic and engaging. Her insights are useful to anybody seeking to derive immense benefit from improved customer interactions.

In addition to her twenty years of corporate experience in global organisations, she has presented in multiple forums on customer service and leadership. She has also facilitated training on customer service skills.

Please contact Vicki on 0725450763 or vicki.erskine@gmail.com, or visit her website or LinkedIn profile.