Karen is our practice lead for the travel sector. She has worked in the UK and internationally for two large international airlines (Qantas and Saudi Arabian Airlines) in front-facing customer service roles in telephone sales, airport customer services, travel centre counters and agency support, and for over 25 years focused primarily on managing the training function, creating and delivering training courses for a region encompassing Europe, Middle East, Africa and North America. She also spent several years working in HR with day-to-day ownership of recruitment and selection processes, performance management and reviews and advising and supporting line managers with staff development and improving skills. She is now working as an independent trainer.

With this experience of a variety of roles and cultures Karen brings both a strategic and a personal viewpoint to her training courses that can give fresh insight to many topics, and she recognises the constantly evolving demands of customer service. She likes to ensure that as part of the learning experience, relevant workplace examples and situations are discussed so that solutions and behaviours can be shared for use back on the job. Participants in her courses appreciate her enthusiastic and flexible approach, allowing them to relax and have fun whilst learning new skills; they also enjoy hearing her share stories of real-life customer service experiences which vividly illustrate learning points they can take away and put into practice.

Karen’s areas of specialisation include customer service, communication skills, cultural awareness, team building, selling skills, telephone techniques, call control, business writing skills, performance review procedures, supervisory skills, time management and instructional techniques. Her programmes are invariably well received by the participants, as the following comments show:

‘I approached your course unconvinced, and instead thanks to the way you handled it I thoroughly enjoyed it.’

‘We can never forget the skills which you have taught us to make our work simpler.’

‘She provides real examples in her teaching and has great experience.’

‘She valued our knowledge and work experience in her teaching method, and this doubled the learning experience.’

Karen is based in London and works throughout the UK and abroad.