Testimonials

It has been a pleasure working with Karen over the past 2 years. The "Time Management & Personal Effectiveness" training was requested by employees themselves and I worked with Karen closely on the content of the course and she incorporated all the employee’s expectations of the training. Karen was always an email or phone call away and I was kept in the loop throughout the whole process. Feedback from participants of the training course had only positives to say and felt very comfortable with Karen as a trainer and highly recommended it to other employees. Employees have already put into practice their learnings and are even sharing what they learnt with their colleagues. I would highly recommend Karen and look forward to working with her again soon.

Michelle McLoughlin - Human Resources Specialist
Aerogen Ireland

My team recently participated in a “Successful Cash Collection by Telephone” training session led by Karen Sommerville. The training provided valuable insights into the basics of customer communication and offered some helpful tips for making collection calls more structured. Karen was professional and knowledgeable, and we appreciated the time and effort put into the training. Overall, the training gave us a good starting point and helped reinforce some key practices. I appreciate Karen’s efforts and would recommend this training for those who have less experience in credit management and looking for a solid introduction to cash collection calls.

Pawel Grdesinski, Manager End-to-End Value Chain – Credit to Cash
Marel Shared Services

Karen tailored the training content, delivery and facilitation perfectly, to meet the areas we required enhancement & development within our front office team. The team all took learning points, techniques and approaches from the training, the application of all of which can be seen in the team carrying out their daily duties. Feedback from our participants, was notably positive. As well as gaining valuable service techniques, the team had an enjoyable day. Karens delivery was highly engaging, motivating and encouraged participants interaction. I would have no hesitation in recommending Karen and her team, and look forward to working with Call Focus again in the future.

Rhona Brady - Group HR Manager
Travelodge Hotels

Dealing with Karen from Call Focus was an absolute pleasure. Karen's professionalism is second to none, but she also adds a lovely personal touch when interacting and communicating with her clients which I found very nice. It was clear that Karen had done her research on our Company prior to the training session, so that she could fully understand the type of culture, queries and day to day demands we were dealing with, in order to be able to deliver the most tailored training to our business needs. The training itself was very comprehensive, there were a lot of varied methods of interaction used, even though the training had to be remote, and no overkill with PPT slides - in fact there were very few slides. Slides were more used for illustrative purposes. Karen managed the dynamics of the different levels of experience of people attending the training session very well, and pitched the training accordingly. She was also very diplomatic and sensitive when interacting with the attendees.Without doubt we got value for money, there was a large amount of material covered, and workbooks and live examples for the team to keep after the training. Karen even gave me some of her own personal time to tease through a particular live example after the training. I can safely say the sessions gave everyone a great boost, and reminder on the importance of good customer service, how we can make life easier for ourselves and the customer, by making some small tweaks to how we interact with the customer. I definitely feel the training will have a lasting effect on the team, and we have been provided with buckets of materials to reflect and look back at, on the Call Focus Blog.

Jennifer O'Brien - People Services Team Leader
Ornua

At Pembroke Clinic, we are passionate about the delivery of first-class Dental, Skin and Foot Treatments and believe in providing exceptional Patient Care.  Recently, we invested in Communications and Customer Service training some of our frontline staff and were referred to Karen Sommerville of Call Focus. From the moment I first spoke with Karen, my experience was met well above my expectations.  Karen listened and asked lots of questions so she could learn about our business.  She quickly grasped the particular issues and concerns of both our customers and staff. As a result, she adapted the training and delivered a customised workshop for us - always following up after each day. The feedback from staff was excellent. They now seem so much more comfortable dealing with difficult situations and customer queries. The transformation in their confidence and competence is incredible and it’s certainly paying off as we have noticed an increase in positive feedback from customers. We will definitely work with Karen again.

Dr. Brenda Barrett - Principal Dentist
Pembroke Clinic

I first met Karen quite a number of years ago, when she gave a presentation on “selling over the phone”. I was very impressed with her practical approach and useful advice, so I signed up for her workshop. Again, I was not disappointed. I learnt lots of useful tips and was reminded of other sales techniques I use daily. I believe Karen’s training is the ideal stepping stone for bringing on sales people. And I have been sending sales staff on her courses ever since. She is always professional, reliable and helpful. And the only person I would recommend in this space.

Derek McDonald - Senior Enterprise & Account Manager
Fónua Limited

At Bookassist we are committed to the development of our team. In order to facilitate continuous progression we engaged Karen Sommervillle of Call Focus to present to the team in our Dublin Office on the topic of Time Management. When meeting with Karen to discuss the presentation I was impressed with the research she did into the business and the requirements of the people that she would be presenting to. On the day her presentation was energetic, engaging, educational and received a very strong endorsement from our team. I also liked the fact that Karen followed up afterwards to establish how the training had been implemented and to find out what benefits the team had received. I would have no hesitation in recommending Karen.

Alan Threadgold - Chief Operating Officer
Bookassist

At Click&Go, we decided to invest in Effective Communication and Sales training for our team of 14 Sales agents. We wanted bespoke training which would deliver on our very specific needs and Karen Sommerville of Call Focus delivered on that. The vast majority of the team had worked in the travel industry selling holidays for over 15 years. We wanted to enhance the customer experience. To do this we needed to introduce new selling concepts and change mindsets. This proved to be a challenge. Karen worked closely with me and the team getting to know the business, so we could build a training programme we were both happy with. She used relevant examples and mixed training styles to resonate with the team. We ran the training over a series of days and half days breaking it up to allow time for the staff to test out their new skills. Following each session I saw changes in the team. Throughout the entire process, Karen was only a phone call away and is extremely professional and reliable. I felt I had her complete support and commitment to get the results we wanted.
Changing mindsets is a slow process and cannot be achieved over night but I can say I have definitely seen the results from the team. They are open to change, they see our customers in a different way and they are helping people to buy, which in turn is improving our conversion rates. Our team are also receiving a lot of compliments and positive feedback from customers which made it even more worthwhile. I would highly recommend Karen and will absolutely work with her again in the future.

Orla Kelly - Head of Sales
Click&Go.Com

We have been working with Call Focus for the past number of years; where Karen has delivered training in a number of areas including Communications, Customer Service and Sales for our ticket sales and other back-office support teams.We have always found Karen to be incredibly professional and dependable.Before every training course, Karen collaborates with us to identify what we need and consistently follows up to make sure everything gets done. As a result, she customises the training, so it fits in with what our organisation is all about and makes sense to what we want to achieve.The feedback from staff is always positive, our team take away plenty of new ideas and skills from the training. I can highly recommend Karen as a trainer.

Claire Cooke - Human Resource Manager
Munster Rugby

I along with my staff undertook a day of inbound sales training with Karen. The overall experience was excellent, and Karen provided a fantastic level of support before, during and after the training day. It did not take long to see the positive impact the training advice had on the staff. I would wholeheartedly endorse Karen to provide the correct knowledge and knowhow to any business. The training was an excellent investment for the company

Rob Giles - Sales & Marketing Manager
Astroparks

At Poppulo, our ambition is to make organizations great by releasing the power of their people, through super-smart technology that transforms internal communications and dramatically increases employee engagement. Two of our company values are 'Don't Just Work - Learn' & 'High Standards As Standard' so we continually invest in the development of our people - and in this case, the Design Team in the area of communications and customer service. Having researched training providers we hired Karen Sommerville of Call Focus.

 

From the moment, I spoke with Karen, I found her to be helpful and eager to learn about our business, so she could deliver a customised workshop for us. Karen interacted very well with the team and superbly delivered the training, making the day a positive experience for all the team. They left feeling very happy and empowered that they had the tools to professionally take the lead with customers. And even the language and permission to say sometimes say no when needed.

 

We really felt the time out was well spent and worthwhile. I would use Karen and can highly recommend her as a dedicated and highly skilled trainer. Thanks again Karen!

Jaclyn Ward - Head of Design
Poppulo

I found Call Focus when searching for a customer service course that would add most value to our operations: we deliver customer service by chat and email and therefore it was imperative to us to find a course that would focus on the nuances of written communication rather than on other aspects of customer service delivery. The course offered by Call Focus promised to deliver exactly that, but ended up far exceeding our expectations. From my first contact with Karen it was evident that she is not one for delivering an off-the-shelf solution: she was interested in our business and keen to understand what really mattered to us so she could customise her offering. She sought input from different people in our business to educate her, to ensure she thoroughly understood the pain points our Agents experienced, and what the objectives of our management team were. She communicated a clear plan with timelines and responsibilities, so we knew exactly what to expect from her, and what was expected from us. The course delivery itself was met with much enthusiasm: our employees felt Karen was pleasant, knowledgeable and that she understood their challenges. Most importantly, each individual gained newfound skills that they could directly apply in practice, with both our Agents and our Management team immediately noticing the positive impact. Karen also provided excellent after-care providing us with valuable feedback and suggestions from her observations during the course sessions. In conclusion, Karen has gone above and beyond throughout the process and we are excited to see how the implementation of her concepts will improve the team’s results and their job satisfaction in the long term. We will undoubtedly return to Call Focus for our future training needs.

Chantal Fay - HR Manager
Nextpath

I am delighted to recommend Karen from Call Focus. From our first meeting I could see high level of experience Karen had to bring to the table. Like any good sales person she made it her focus to identify our needs as a company first. Karen made a great effort to adapt to our unique set up, and recommend based on our company goals what needed to be done.  We were extremely impressed with how honest and direct Karen was in making recommendations. It would have been a very easy sale for Karen to recommend a quick sales refresher course. However based on our goals she was very quick to point out that this would be a waste of time until we introduced small changes to our own setup. Karen went above and beyond to help us tackle other small issues that needed addressing in our management and procedures. One of my favourite things about Call Focus was the communication.  I am a bit of a talker and after a 3+ hours of consultation. I would find it hard to remember everything that we covered. Karen would email me that evening with point by point notes of what we discussed. And what our next action needed to be. The email correspondence was fantastic with everything covered. Karen had a great knowledge of our sector. Which made it much easier when interacting with our team. It is crucial for any business to keep their sales team sharp in their technique of how to look after their customers, and we have a sales team with over hundred plus years combined in advertising sales. This makes it is a difficult room to speak about how they could be doing their job better. Yet Karen was able to use her experience and industry knowledge to keep the room happy with what they were learning. Our team have certainly had a benefit from the training. And we look forward to having Call Focus back again this year.

William Ryan - Proprietor/ Publisher
Limerick Post Newspapers

Our Aim: To provide all Finance Office employees at UCC with the opportunity to enhance their Customer Service skills. Training: Following a selection process, we choose Karen Sommerville of Call Focus to provide “Customer Service and Complaint Handling for Telephone & Email” for the UCC Finance Office team.  Karen was very clear in her presentation and understood what our requirements were.  She was then able to customise a one day training course to meet our needs. Recommendation: Each training day has been very well received by our office and since completing the training with Karen, we have great confidence that we have the appropriate skill set for interacting with customers and dealing with any difficult situations. It is clear from the training day that Karen has excellent knowledge and expertise in the Customer Service business.  I would highly recommend Call Focus.

Cormac MacSweeney - Finance Officer
University College Cork Finance Department

From start to finish, I can only say dealing with Karen from Call Focus was both a professional and hassle free service.  Allowing me to be at ease with the proposed training and the knowledge that all aspects would be covered and staff outcome reaching my goal of better understanding to customer service handing.   Organising what we as a company needed covered in the training was laid out point for point, before any training took place so it would be updated if required.  The research and time Karen put into this was very precise covering all angles and eventualities.  Karen gathered a lot of information from us and asked the correct questions to make sure that our staff got 110% from the training. The first engagement with Karen was for customer service training in general and was tailored to deal with the public as we are a public service provider.  All examples were designed around issues we have encountered in the past and the best and most professional way to deal with each was covered.  Karen also researched other issues that we might encounter proving that she went the extra mile in all areas of this training.  She delivered the training by engaging with role play with teams, comparing all replies to make sure that each person on the training understood the areas in question and what best way to approach.  The team took so much away from this training and straight away implemented these factors into their day to day work with customers.  Following on from the success of this training we felt it imperative to engage with Karen for a second course to cover the correct procedure for correspondence with the general public regarding email/social media.  Karen changed the attitude of our staff and pointed out key factors that need to be added to any correspondence with the public.  Her tips of dealing with issues was put into action and since then, our staff are more relaxed, motivated and confident.  I cannot recommend Call Focus enough for the professionalism that was taken to the training and the results we as a company have gained.  

Karen McDermott - General Manager
Matthews Coach Hire

We recently enlisted the help of Karen Sommerville from CallFocus. The primary objective of the training was to brush up on our Customer Service skills. Karen was 100% committed to the training from the word go. She called me on several occasions before the training to ensure she had a good understanding of our objectives. The training itself was both enjoyable and informative. Most importantly the results were clear to see. I would have no hesitation in calling on Karen again.

Sorcha Geraghty - Customer Service Manager
Blue Insurance

We used Karen numerous times as a trainer for our very popular telesales courses. We also recommended her to many www.SalesJobs.ie clients who needed in-house sales training, something she puts a great deal of time into making sure its exactly what the client is looking for. If you or your company need a sales focussed business savvy sales trainer or sales coach, then Karen is top drawer and should charge a lot more than she does…

Niall Kelly - Managing Director
SalesJobs.ie

We used Call focus over a 3 day period for a number of Windsor staff covering all aspects of our business in the area of Customer Service & Complaint Handling training. The feedback received was very positive and Karen displayed a sound knowledge of the subject matter. We were particularly impressed by Karen's eagerness to tailor the course content to suit real life scenarios that our staff encounter on a daily basis. The courses themselves were conducted in an inclusive manner with lots of interaction between Karen and the participants, this greatly enhanced the learning experience and provided for a two way dialogue. We would have no hesitation in recommending Call focus.

Ian Moran - Group Financial Accountant
Windsor Motor Group

We were looking for numerous departments within our company to receive customer service training. We received a recommendation for Karen Sommerville from CallFocus. The aim of the training was to improve Customer Service skills through both email conversations and over the phone. From our very first conversation with Karen it was clear that she provides a thorough service which starts following that first call. I had numerous conversations with Karen and all of the training material was extensively customised to match our company needs. I have spoken with everyone who received the training and they all found it extremely beneficial, with a great mix of presentation style and practical elements.The effects of the training can be seen throughout the company. I would most definitely recommend Karen's service. 

Emma Woods - HR Services Consultant
Collins McNicholas

We have used Call Focus a number of times and have found Karen to be very efficient, professional and a good communicator. Karen took time to understand our training needs and our business sector in order to tailor the training to meet our requirements. The training sessions helped our team focus and successfully improve their sales, customer service and communication skills.

Grainne Taylor - Marketing Executive
Roe Oils Ltd & Oriel Oil Ltd.

At Bray Community Enterprise, we run a number of “start your own business” programmes aimed at people who are considering self-employment and wish to flesh out their ideas or learn the key steps to set up a business.  Call Focus has been working with us since 2007 delivering presentations and training in the areas of sales, marketing and customer communications.  We have always found Karen to be enthusiastic, motivated and committed to her work.  She really understands and connects with her audience, offering practical advice which participants find invaluable.

Eithne Gunning - Business Manager
Bray Community Enterprise (Bray Area Partnership)

Call Focus delivered customer service style training for the Irish Dental Association.  The feedback on the courses was very positive with delegates giving over 90% in satisfaction rating.  I found Karen to be professional and conscientious to deal with.  The training was practical and service focused and participants commented favourably on the programme.

Elaine Hughes - Assistant Chief Executive Officer
Irish Dental Association

Call Focus has provided sales and customer focussed training to IPFMA members over the past 3 years both through open training programmes, and tailored in-house programmes specific to the needs of our members’ companies.  Feedback from participants is consistently positive and Karen Sommerville is a consummate professional, whose commitment to ensuring that client’s training needs are met is unwaivering. We look forward to continued relations with Call Focus in the future

Fiona Barron -Ex-Innovation & Business Development Director
Society of Chartered Surveyors Ireland

Having heard Karen speak at an IPFMA annual conference in 2013, we retained Call Focus to provide customer service training to all our staff. From the beginning of the project we found that Karen brings a wealth of professional experience and a very practical approach to training. She took time to understand our business and tailored a programme to suit our specific training needs. The training was well balanced with a good mix of theory, case studies and shared experiences. At all times we found that Karen listened to our needs and worked with us to maximise the learning for our staff.

Enda McGuane - Managing Director
Winters Property Management

I met Karen through the Wexford Local Enterprise Office. In the hour we spent together she absolutely over delivered! I learned so much about the process of sales especially in terms of push and pull sales techniques and I left with a very clear strategy for my business. Thank you!

Aideen Ni Riada - Image Consultant for Life & Business
Pure Soul Style

We found that the training services provided by Call Focus were very suited to our business. Karen Sommerville quickly got to grips with our requirements and provided a tailor made solution in the area of customer service and sales training.

Jim O'Dwyer - Head of HR
The Irish Greyhound Board

Karen Sommerville on behalf of Call Focus delivered customised Customer Service and Compliant Handling training to employees of Vesta Payment Solutions. The training was extremely helpful, informative and brought a lot of new ideas. Karen was very approachable and delivered the training in a patient and helpful manner and all participants rated the training very highly. If considering this type of training for your company I would highly recommend you take a look at the training courses Karen Sommerville has to offer.

Kerrie Farrell - Response Centre Manager
Vesta Payment Solutions

Call Focus fully engaged with us from the start to ensure our course was tailored specifically to our industry and staff. Throughout my time with Karen I found her to be very helpful, thorough and extremely professional. Our course was a big success and we would have no hesitation in recommending Call Focus’s services to any company.

Jacky Kavanagh - HR & Business Support
Smith Property Management