South Florida Customer Service Expert
See Your Service
Through Your Customers'
Mystery shopping (secret shopper) programs, customer service training and CSAT research for businesses in Broward, Miami-Dade and Palm Beach. 17+ years. 50,000+ professionals trained.
How I Help South Florida Businesses
Mystery Shopping Programs
Trained secret shoppers visit, call or message your business and score every touch point, so you know exactly what your customers experience.
Customer Service Training
Customized workshops on telephone etiquette, complaint handling and service recovery, built around your team's real challenges.
CSAT Research
Customer satisfaction surveys that show what keeps customers coming back and where you are losing them.
Emotional Intelligence
Licensed SQI programmes that help your team serve with empathy, patience and care.
Leadership Training
Equip your managers to coach, empower and sustain a strong service culture.
Virtual or On Site
On site across Broward, Miami-Dade and Palm Beach, or live virtual sessions for teams anywhere.
Why South Florida Teams Work With Me
- 17+ years of customer experience training, research and consulting
- 50,000+ professionals trained across Jamaica, the Caribbean and Africa
- Licensed Service Quality Institute trainer for Feelings for Professionals and Leading Empowered Teams
- Author of The ABC’s of a Fantastic Customer Experience and host of the Navigating the Customer Experience podcast
- Based in Davie, serving Broward, Miami-Dade and Palm Beach
Frequently Asked Questions
What is a mystery shopper or secret shopper program?
Trained shoppers pose as everyday customers and visit, call or message your business. They score each interaction against your service standards, so you see your customer experience exactly as your customers do, with clear findings on what to fix.
Do you work with small businesses as well as large organizations?
Yes. Every programme is customized, whether you have one location and a small team or multiple branches across South Florida.
Can training be delivered virtually?
Yes. I deliver on site across Broward, Miami-Dade and Palm Beach, and live virtual or hybrid sessions for teams anywhere.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right mix of research and training for your team.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.