We engaged Tiptop to help us change the way our employees viewed, embraced and conducted their customer service. This was combined with a Mystery shopper programme that helped us monitor our progress. The journey from management alignment to reinforcing our vision, mission statement and values and then on to a comprehensive makeover of our customer service was thorough and rewarding. Noel went to great lengths to connect with all our staff and really understand our business. His enthusiasm and his passion for service excellence was infectious and helped our company achieve real progress in this area.