News

Complaint Management Excellence

Stairways latest book:Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed,...read more

Stairway to judge Best Learning Organisations of Asia Awards…

The award ceremony will be held on 7 June in Mumbai and stairway will be part of the judging panel. For more information contact info@thestairway.co.uk...read more

Stairway speaks on the Voice of the Customer at 2012 Complaints Management Forum …

Stairway speaks on the Voice of the Customer at 2012 Complaints Management Forum …For the second year running Stairway has been invited to speak about ‘Putting the Customer at the Heart of Complaints Handling’ at Infoline’s 2012 Complaints Management...read more

The Role of the Line Manager in Managing Change

With a gloomy outlook ahead for the UK and much of the global economy,  many organisations are battening down the hatches, implementing cut backs and rationalisations. As  they  face up to change, businesses also need to adapt to shifts in technology...read more

Self Coaching Questions for 2012

As 2012 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 2012?• What would you like to change about yourself in 2012?• What advice would...read more

Stairway on judging panel of TJ Awards

For the fifth year in succession, Stairway was delighted to act as one of the judges at the prestigious TJ national training awards. The awards recognise excellent training interventions across all business sectors in the UK. For more information contact...read more

The Power of Telemarketing Conference

Stairway keynote speaker at The Power of Telemarketing Conference in Warsaw 26 September ..Sarah Cook Managing Director of The Stairway Consultancy will deliver a paper on Challenges in contact centre management and development – an international perspective...read more

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