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Wouldn't You Rather Be Specific?

We’re a specialist learning agency who use The Specific Method to design & provide blended learning solutions – a  mix of insight, training, coaching & mentoring. We work with curious leaders who want to be directed by their customers and informed by their teams, to navigate toward their ever-changing business horizons

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Leadership Development

How can your leaders better drive your business goals and objectives?

What challenges currently face your leaders and what development will help them achieve more?

Our Leadership Development programmes include:
• Personal Strengths Assessment
• Influential Leadership Styles
• Driving a High-Performance Culture
• Service Leadership
• The Leader as a Coach
• Internal Mentorship

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Employee Engagement & Lifecycle

How engaged are your employees? What’s the link between employee connection and business success?

Find out what your most valuable resource really thinks about your leaders, processes and customer delivery and realise your collective potential

Our Employee Engagement and Lifecycle programmes include:
• Recruitment Criteria & Selection Planning
• Amazing Onboarding
• Performance Process
• Employee Engagement Surveys
• Employee Pulse Surveys
• Feedback Action Delivery
• Internal Communications
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Customer Satisfaction

What does your customer journey with your business look like?

How many customer Touchpoints does your business have and how effective are they?

Our Customer Satisfaction Programmes include:
• Customer Journey Mapping
• Customer Touchpoints and Moments
   of Trust
• Customer Experience Audits and
    Surveys
• Customer Feedback Process Reviews

Training
Library

We are ‘Specific’ for a reason.

We offer bespoke and semi tailored blended learning programmes along with our ‘click and buy’ eLearning solutions

Our Training Library includes a range of content and various methods of delivery:
• ’click & buy’ eLearning
• Bespoke eLearning creation
• Bespoke Learning Programmes
• Facilitated & Training Workshops
• Group & 1:1 Coaching
• Established & Aspiring Leader  Mentoring
• Focus Group Insight
• Virtual Group and 1:1 Learning

Are your Customer needs being met?
Are your teams fulfilled?
Are your leaders the best they can be?

Develop your leaders to nail your business objectives with tailored coaching and mentoring support

Turn your employees into your biggest advocates through focused training and coaching

Maximising every opportunity at every customer touchpoint

Harvest critical information directly from your customers and employees and use it to develop and empower your workforce and grow your business  

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Hands On Senior Leadership Know How
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Leadership Learning & Development Expertise
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Bespoke Service for your business

Why Specific
Learning & Coaching ?

We believe the answer to business growth is to understand what your customers and employees think and feel. We offer customer and employee insight, training, coaching and mentoring, working with leaders that want to be directed by their customers and informed by their teams. The benefits to your business are:

  • A more empowered workforce
  • Delighted customers
  • A diverse and inclusive culture
  • Improved efficiencies
  • Increased revenue

Lindsey is a Customer Experience Specialist, managing stakeholder engagement to deliver excellent customer service. Proven expertise in leading change, a skilled and empathetic coach, mentor and trainer working alongside senior and operational leaders to identify improvements in processes to achieve key business results.

Charlotte is a qualified personal development coach, trainer and leadership mentor, NLP Practitioner and project manager. A highly effective & inspirational communicator focused on supporting leaders to improve employee engagement, talent retention and succession. A strong change facilitator, focused on perception, mindset and driving a high performance, diverse and inclusive culture. 

 

  • We're super curious about your business challenges
  • Always wondering how far you and your team can reach
  • Forever looking through customers eyes and holding up the mirror
  • We're prepared to lift up rocks, shake the tree and be there to re-organise the pieces with you
  • Committed to using survey results and feedback from the centre of the business to create the growth plan … growing your own success…

Top Topics

Have a look at some of our Top Topics

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Customer Audit led to Service Excellence

This is how we used detailed customer and process mapping to deliver improved customers service results, revenue and costs
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Marketing and PR company focus on the power of Team Engagement

Ballyhoo PR has successfully grown and developed over the last five years, moving from a single business owner to a team of four. When the Coronavirus pandemic hit in March 2020 the company
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Staff Retention

Creating a ‘First Touch’ Customer Service

The Brief Hotelplan are specialist tour operators offering the best in skiing and walking holidays. They are respected specialists in diversified UK bespoke and scheduled activities. Hotelplan asked us to create a First
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Creating an Internal Training Team

Overview:  A drop in Net Promoter Score, an increase in Staff Turnover and recognition that the business needed to sustain a well-trained workforce demanded attention. There was negative ‘noise’ coming from customers and
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Coaching & Mentoring – Managing change resulting from mergers and acquisitions through Coaching & Mentoring

Summary:  Two previously competitive business, one larger than the other, joining together through acquisition, creating a culture clash for managers needing to move on together at pace to ensure the overall commercial results
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Auditing Customer Experience to Improve Performance

Summary:  This business had grown fast and continued to grow both organically and through planned expansion. Processes and systems that had been efficient in a smaller company were no longer supporting the delivery
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A different way of thinking for the management team

Overview:  This project was all about changing the mindset of a team of managers to accommodate and fully utilise use the potential of a new Customer Feedback process & system. Context & Challenge
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Revamped Mystery Shopper Programme – Travel Retail

Summary:  The challenge we faced was an outdated Mystery Shopper programme and system, no real customer feedback methods, and a lack of evaluation of investment in front line customer service training. We started
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"Lindsey demonstrates an incredibly strong customer orientation in everything she does. She has an infectious enthusiasm for what she does, and is good at balancing commercial interests with the need to put the customer first."
Julie Elder – Former HR Director BAA Group
“I really loved the mindset piece, and of course the other practical tips are great when you have the right mind set. I will definitely recommend the Managing Your Workload course”
Northamptonshire Chamber of Commerce members
"Open, honest and reliable Lindsey puts the Customer at the top of the agenda using a collaborative style building strong long-term partnerships with key stake holders and Suppliers. Has the proven ability to align single strands of activity to improve you Customer experience?"
Tony Goddard – Global Resource Planning Manager Dufry
"Charlotte delivers online training in a relaxed and open. I thought her key skill was not just the way she presented but particularly how she engaged the attention of the attendees and facilitated discussion online – Not always easy"
Barbara Hodgson – Your Business Matters
"Charlotte is an exceptionally good Operations Specialist and business leader. She has a sharp eye for detail and a knack for summarising both issues and potential solutions. She can add value as an external specialist or as the direct leader of a business unit."
"Charlotte is an engaging coach and mentor with a background of commercial experience to senior level, she brings a wealth of knowledge and experience to her interactions with people. I felt empowered and more confident after learning manageable mindset tools to help me. Her strong listening skills enable natural intuition with people - her coaching is memorable and specific. Thank you, Charlotte!"
Jane Seely – Career Transition Specialist
“Lindsey's ability to help me understand the MOT points (moments of truth) of my clients on their journey to finding me, booking me and having coaching with me, is invaluable to ensuring the very best customer service and joined up communication automation as I upscale my business. If you want to do the same, no matter how big your business is, I suggest you get in touch - highly recommended"
Vivienne Joy – Business Empowerment Coach
“An amazing laser focus on service with a collaborative and people focussed way of doing things, we have benefitted from Lindsey’s energy, effort and amazing passion for getting it right for the Customer. If you really want to see things through the eyes of the Customer and face those “moments of truth” you will get this from Lindsey.”
Peter Cunningham – Country Retail Director at Dufry Group
Specific Learning & Coaching delivered a Manage Your Workload training day. The session was tailored to everyone’s tasks, needs and challenges. People were encouraged to get involved and apply learning to personal work experiences to get the most out of it. The team were engaged and enjoyed it thoroughly, and received great takeaways to continue in day-to-day practise
Emma Panter - Managing DirectorMcCue
Specific delivered a face to face collaborative business growth day with our leadership team. Lindsey and Charlotte bring thought leadership and energy, highly engaging with the team to capture growth opportunities and understand how to overcome obstacles which increased accountability and prioritisation of business priorities. We will review progress with follow up sessions to keep us focused on our priorities
David Perry Managing DirectorFSB Insurance
Managing teams remotely impacted morale. Specific facilitated a remote, interactive bitesized workshop which increased resilience and confidence, boosted morale and reenergised the sales and service team into focussing on delivering the best customer service within a challenging environment. The team gained high value with minimal disruption on business time. We recommend bitesized workshops for any SME and looking forward to the next one.
David Perry Managing DirectorFSB Insurance
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