News

Building Trust into your Organisation

In recent times, most people will have felt unease when formerly respected and trusted institutions-banks, police, government, for example- are clearly shown to have failed to deserve that respect. The scandal of phone hacking has further undermined...read more

Stairway Complaint Handling Training

During the past year Stairway has successfully trained over 10,000 people in complaint handling skills, attitudes and behaviours.  This has included leaders, managers, front line and support staff in a wide number of service industries including regulatory...read more

Stairway help Atlas Copco improve their customer focus

Stairway have successfully designed and facilitated a customer care programme that has helped Atlas Copco, market leader in compressors worldwide, to increase its customer focus. For more information on tailor-made customer service training that brings...read more

Stairway help Atlas Copco improve their customer focus

Stairway have successfully designed and facilitated a customer care programme that has helped Atlas Copco, market leader in compressors worldwide, to increase its customer focus. For more information on tailor-made customer service training that brings...read more

Brand Orientation

Stairway Consultancy have successfully developed a Brand Orientation Programme for Conrad Hotels and Resorts.  The first resort to run the programme was the Conrad Maldives which has recently upgraded from a Hilton to a Conrad Hotel and Resort. For...read more

Chartered Institute of Marketing Keynote Speaker - Sarah Cook

Session presenterSarah Cook Chartered Marketer Managing Director, The Stairway Consultancy Ltd.Sarah Cook has 20 years' consulting experience specialising in service excellence and culture change. Sarah's style is practical and business focused. She...read more

Customer Care Expo Athens

Sarah Cook, Managing Director of The Stairway Consultancy was the keynote speaker at the Greek Annual Customer Care Expo which took place in Athens on 5th & 6th April. Her talk centred around 'Using Emotional Intelligence to Serve the Customer'....read more

Customer Experience in a Recession

There is not a country or an organisation in the world which does not appear to be impacted in some way by the recession.  In these difficult times consumers have a choice about where they spend their money.  Those organisations that provide excellent...read more

Customer Service Training Association Awards

Stairway are delighted that Waitrose and Royal Bank of Scotland have won accolades at the prestigious annual Customer Service Training Association Awards 2010. The awards ceremony had six team categories in total and Waitrose and Royal Bank of Scotland...read more

Five Tips for Delivering Excellent Customer Experience to start the New Year

Read five practical tips for ensuring you deliver great service in 2017.There are still few organisations who truly deliver an outstanding customer experience on a consistent basis. Yet most recognise that service is a source of competitive advantage...read more

Head Teacher Assessment Centres

Stairway Consultancy has become increasingly involved in designing and delivering leadership assessment centres for Head Teachers. Recognising that the quality of a school's Head is vital to the performance of the school, many education authorities and...read more

News - Change Management Excellence

Sarah Cook, Hilary Coldicott and steve Macaulay have recently published their latest book: 'Change Management Excellence' available from Kogan Page, price £16.99. In this book aimed at helping managers successfully manage change, Sarah, Hilary and Steve...read more

Ensuring Continuing Team Effectiveness

In this article, the authors argue for regular, systematic reviews of team effectiveness for mature teams, led by skilled facilitation.New teams often start off their lives with a lot of attention and fanfare.  Considerable time and effort is given...read more

Self Coaching Questions for 2011

As 2011 begins, here are three simple questions to help you focus on what you would like to achieve this year:• What would you like to be your biggest achievement in 2011?• What would you like to change about yourself in 2011?• What advice would...read more

Stairway and the TJ Training Awards

Sarah Cook, Managing Director of the Stairway Consultancy and Tracy Orr, General Manager Culture and Service at Midlands Cooperative Society recently took part in the TJ Training Awards. They were invited by TJ, a leading learning and development journal...read more

Stairway Consultancy and the Institute of Customer Service

The Stairway Consultancy has become one of the Institute of Customer Service's ServiceFocus Business Partners.ICS ServiceFocus is a suite of training modules, developed by the Institute of Customer Service, aimed at:• helping front-line staff develop...read more

Stairway Paddle to Success!

Stairway paddle to success!The Stairway team raised over a thousand pounds for Cancer Research by taking part in the Dragon Boat races at the Marlow Regatta ...read more

Stairway Raise £1000 for Leukaemia Charity

12th September Virginia Water was the venue for a sponsored walk by more than 50 members of the Stairway team, family and friends. Their objective was to help raise £1000 for the Anthony Nolan Trust, which helps save the lives of people with Leukaemia...read more

UAE 2nd Government Leadership and Customer Care Conference

Sarah Cook, Managing Director of the Stairway Consultancy, was the keynote speaker at the 2nd UAE Government Leadership & Customer Care Conference in Dubai on 25th April.For a copy of Sarah's presentation or to learn more about leadership and customer...read more