Caroline Cooper

Naturally Loyal

Caroline Cooper is founded Naturally Loyal, a training consultancy specialising in customer service. With over 30 years training experience behind her, 25 of which have been in hospitality, she knows only too well it takes far more than a ‘sheep dip’ training event to develop a culture for service.

Since establishing Naturally Loyal Caroline’s focus has been on developing capability internally so that businesses can manage all aspects of the customer experience in house, whether this be leadership skills to enable managers to engage team members in customer service, upskilling supervisors to coach their teams in customer service skills, or refining systems and processes to give a smoother customer journey.

In a competitive market where service can be a key differentiator for a business Caroline and her team recognise the same service ethos needs to be reflected in the whole infrastructure, which of course includes any systems and technology which can have a dramatic impact on the customer experience.”