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Recent Testimonial

Toby Glaysher

Head of Global Fund Services U.K. at Northern Trust

We engaged Margaret to perform an in depth review of the relationship management behaviours within our Corporate & Institutional business, leading to a report, presentation and training recommendations which were presented to a team of senior business managers.

Margaret produced work of excellent quality and provided us with many valuable insights and suggestions. As a consequence of this study, we have been able to far more effectively gauge the skills set of our RM population and therefore construct more appropriate training regimes. The RM’s themselves have started to look at themselves far more objectively in this context and are more willing to recognize areas of weakness and potential development.

We have subsequently engaged Margaret to produce a wider analysis for us on the nature of relationship management and benefits that result from doing it well, which will form a key part of a wider project to improve our overall client service. Clearly we think highly of Margaret and believe her work adds real and value to our organisation.

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Recent Case Study

High Street Bank

The client was reducing a network of 17 local Customer Service Centres down to 5 Regional Supercentres to provide telephone support to their customers.

The 5 Senior Managers selected to run these Supercentres would be required to step into leadership roles and champion the change. This was a significant challenge for the group as they had previously operated for many years as Managers rather than leaders and had very limited time to build the required skills and confidence to lead their new much larger teams through a rapid change project.

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