The Team

William Galton

Based on a solid 20+ years of experience in customer management environments, William designs, implements, manages and delivers a variety of organisational and training initiatives with Orbit.

William's skills are particularly strong in telephone based environments and he has undertaken work both nationally and internationally (e.g. South Africa, Portugal and Bahrain). He has masses of 'on the floor' experience including market research, account management, direct and telephone marketing, copy writing and coaching/team leading. He holds an MSc in change management and a qualification in performance coaching programmes. His programmes are enjoyable, whilst purposeful and make a lasting difference to both the individual and the organisation results.

Overview

  • 20+ years of experience in customer management environments
  • National and international experience (e.g. South Africa, Portugal and Bahrain) 
  • Focussed on training and development consultancy since 1993
  • Other roles held have included: account management, direct and telephone marketing, copy writing, coaching and team leading

Key Issues addressed

  • Increasing productivity in telephone and retail/branch based operations both in the arenas of service and sales (private and public sector)
  • Improving how companies provide customer service by providing easy to understand and implement principles that boost ‘customer experience’
  • Growing management and leadership capability – with particular emphasis on the people, performance and coaching aspects
  • Enhancing skill levels for in-house training and learning resources/teams so that they can be even more effective within their organisations

Example client projects

Some of the clients who William has worked alongside are: Barclays Bank, Standard Life Bank , Principality Building Society, MEB/npower, Three, Britannia Building Society, BT, Dumfries and Galloway Council (DG Direct), Orange & T-Mobile and First Direct.

Example results:

Thomas Cook Direct Businesses – Sales results increased by 23%. Implemented sales coaching methodology so that the improvement in sales could be sustained.

Midlands Electricity plc - MEB (now npower) – MEB’s position in the OFFER complaints league table rose from 10th to 2nd over a two year period.

Credentials

  • MSc in Change Agent Skills and Strategies from University of Surrey
  • Diploma in Performance Coaching from Newcastle College
  • 2006 – Wales Training Awards. Winner in conjunction with Principality Building Society. Designed and delivered (either individually or with one other consultant) a range of modules in relation to leadership, sales management and sales
  • 1999 – The SMART Awards. The Gold Award in the category of ‘Training’, for a Customer Service Programme with Midlands Electricity plc (MEB)
  • 1998 – National Training Award. Joint entry category for the aforementioned Customer Service Programme with MEB. Designed and delivered (either individually or with other consultants) six different types of programme on this project