Jan Collins

Jan Collins is a Customer Experience Designer and helping you to design and deliver a positive customer experience on a consistent basis with a motivated, energised team is her speciality.

Jan is an experienced trainer, consultant and facilitator who is passionate about helping customer focussed organisations. She develops and delivers programs in service excellence, image and presentation, personal development, coaching, customer focussed selling skills and performance management.

Jan says good customer service doesn’t happen by accident. Every point of contact you have with your customer must be planned and systemised otherwise customer service people are deciding minute by minute what the customer’s experience is going to be.

This decision can be influenced by how the customer service person is feeling, how the customer is behaving and even how the previous customer behaved, so unless there are service standards in place that say ‘ this is how we do things around here’ the potential for disaster is high.

Jan’s clients include organisations in the health services, child-care, automotive, industrial supplies, information technology and retail and tourism sectors. Health professionals, engineers and accountants from leadership groups to graduates have benefitted from her programs as have frontline staff in a variety of roles.

Jan’s training style ensures that participants feel safe and relaxed and she makes an effort to create an environment where participants are happy to contribute making the sessions positive and productive.

Jan believes in participative training that is stimulating and enjoyable and is convinced that the only place you can measure the effectiveness of training is at work - with a happy environment and satisfied customers!

This results based focus and nurturing style means that Jan is much in demand as a coach and mentor for managers, team leaders and service professionals.

Jan’s retail career began as a management trainee with Marks and Spencer. She spent 5 years training in merchandising, supervision and management at various branches around the UK. Jan went on to hold a series of customer service and management positions in Australia and the UK before moving into training and development 20 years ago.

Jan is a past judge of the WA Retail Awards, Lotterywest’s Peak Performance Awards, the WA Garden Centre of the Year Awards and the Furniture Industry Association (WA) Retail Store of the Year Awards. She is also co-author of “Merchandising Made Simple. 27 key questions answered to help you get the merchandising basics right in your store”

Jan is a Customer Experience Designer. She says good customer service doesn’t happen by accident. Every point of contact you have with your customer must be planned and systemised otherwise customer service people are deciding minute by minute what the customer’s experience is going to be. This decision can be influenced by how the customer service person is feeling, how the customer is behaving and even how the previous customer behaved, so unless there are service standards in place that say ‘this is how we do things around here’ the potential for disaster is high.

Jan’s training and coaching style ensures that participants feel safe and relaxed and she makes an effort to create an environment where participants are happy to contribute making the sessions very productive.

Jan believes in participative training that is stimulating and enjoyable and is convinced that the only place you can measure the effectiveness of training is at work - with satisfied customers!!

Jan is also in demand as a merchandising consultant. Her on-site visits combine the theory of merchandising and display with the practical application of the principles. Her suggestions are focused on common sense and practical solutions. She always looks for low cost improvements before considering spending dollars.

Jan brings her retail and performance management skills to the tourism sector.

Jan is a Customer Experience Designer. She says good customer service doesn’t happen by accident. Every point of contact you have with your customer must be planned and systemised otherwise customer service people are deciding minute by minute what the customer’s experience is going to be. This decision can be influenced by how the customer service person is feeling, how the customer is behaving and even how the previous customer behaved, so unless there are service standards in place that say ‘this is how we do things around here’ the potential for disaster is high.

Jan’s training and coaching style ensures that participants feel safe and relaxed and she makes an effort to create an environment where participants are happy to contribute making the sessions very productive.

Jan believes in participative training that is stimulating and enjoyable and is convinced that the only place you can measure the effectiveness of training is at work - with satisfied customers. Each year she conducts workshops for graduate officers and also for volunteers with the Western Australian Department of Parks and Wildlife on how to handle difficult people and situations.

Jan is also in demand as a merchandising consultant. Her on-site visits combine the theory of merchandising and display with the practical application of the principles. Her suggestions are focused on common sense and practical solutions. She always looks for low cost improvements before considering spending dollars.

Jan has presented a ‘Merchandising Profitably in a Visitor Centre Environment’ workshop at a Visitor Centre Conference. She has also assisted Visitor Information Centres and tourism based businesses throughout WA, in SA and in Christmas Island and the Cocos Islands. In the Northern Territory, Jan recently developed and presented workshops on merchandising, time management and stress management on behalf of the Dept of Business for Darwin retailers and for businesses in Katherine and in Gove.