Room 11 Coaching

Room 11 Coaching I am an empathetic, approachable, solutions focused coach and mentor with over 20 years of operational and strategic business experience.

Helping Sales, Contant Centre & CX Leaders build consistently high-performing teams 💥| 2 day Masterclass £5K | 6 month Transformation £25K | The Thinking Space for Men - High Performance Coaching for Senior Leaders | EMCC Accredited Coach I believe everyone has the ability to self develop and achieve better results by accessing a greater depth of thinking. The only limits are the ones we set ourse

lves. I combine support with challenge in coaching conversations and am confident that my non-judgmental approach facilitates transformational change. I enjoy working with people across a broad range of industries and love meeting and connecting with new clients

11/09/2026

Telesales is the superhero of sales. It swoops in, adapts to anything, and works around a customer's day like no other kind of selling can.

Think about it. A field salesperson needs a diary, a car and half a day for one meeting. Your telesales team can have real conversations with twenty customers before lunch, from a desk, adjusting to whoever picks up.

But that reach only works if the person on the phone has the toolkit. The ability to talk and, more importantly, to listen. Genuine friendliness. Initiative. Thinking on their feet. Taking a no without letting it dent them. Tenacity.

None of that is fixed at birth. It is a set of skills, and skills can be built.

In Module 1 we go right back to basics and put that toolkit in place, because everything else is built on top of it. Get the fundamentals solid and the results follow.

☎️ Phone me on 07834 483585 to talk about your team's foundations.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

10/09/2026

Getting it right first time is cheaper than fixing it twice, and the customer remembers which one you did.

Every problem resolved badly costs more than the problem itself. The time to sort it, the goodwill it burns, and the story the customer now tells about you. Every problem headed off early, or solved cleanly the first time, saves all of that and quietly builds trust.

Good customer care is not just about being pleasant. It is about being reliable. Doing what you said, when you said, so the customer never has to chase, worry or explain themselves twice.

In Module 4 we treat first-time resolution as part of selling, not something separate that happens later. Because the experience after the sale is what decides whether there is a next one.

Reliable is not glamorous. It is just what keeps customers, and keeping customers is the whole point.

☎️ Phone me on 07834 483585 to talk about the care that keeps clients.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

09/09/2026

The customer who stays with you through a rough patch is worth more than any single sale.

Things go wrong in every business. An order slips, a system fails, a mistake gets made. What decides whether you lose the customer is not the mistake. It is the relationship you built before it happened, and how you handle it when it does.

A customer who trusts you will pick up the phone and give you the chance to put it right. A customer who never felt valued will simply leave, and tell people why.

That is the quiet return on excellent care. You are not just earning repeat business in the good times. You are building the goodwill that carries you through the bad ones.

In Module 4 we treat every strong relationship as something that protects the business, not just something that grows it.

Loyalty is not built on the day it is tested. It is built long before.

☎️ Phone me on 07834 483585 to talk about building relationships that hold.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

You are the leader of a call centre. Your role covers tasks a mile wide. Training your agents is just a small part of it...
09/09/2026

You are the leader of a call centre.

Your role covers tasks a mile wide.

Training your agents is just a small part of it, you might have an in house L&D team, but something isn’t quite right.

The team are ‘OK’.

They get results, most of the time. But you know they could, and should, be delivering excellent results more consistently.

I fix that.

A little like Nanny McPhee, I come in when your results need me.

A two day masterclass, or a six month contract (2 days a month).

Your team will transform. Your results will transform. I’ll work with your L&D team as well if you need me to.

And then I’ll be gone. But your results will stay.

For teams of up to 20 a two day masterclass is just £5K. Fully bespoke to your business and your requirements.

To find out more drop me a DM with the word PHONE

Or contact me on 07834 483585 📱

08/09/2026

Every touchpoint with a customer either builds the relationship or chips away at it. There is no neutral.

The chased invoice, the unreturned call, the promised email that never arrived, none of these feel like a big deal on their own. But customers do not experience you as one big impression. They experience you as a run of small moments, and the small moments add up to how they feel about you.

The team that is brilliant on the sales call and sloppy afterwards trains the customer to expect disappointment. The team that is consistently reliable, even on the dull admin, builds something that lasts.

In Module 4 we look at the whole journey, not just the sale. Every point where the customer meets your business is a chance to strengthen the relationship or weaken it.

You do not keep customers with grand gestures. You keep them by getting the small things right, again and again.

☎️ Phone me on 07834 483585 to talk about the customer journey, start to finish.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Five star 🌟🌟🌟🌟🌟 reviews are so lovely to receive 🫶🏽 Especially from people who you respect and trust in their field too....
07/09/2026

Five star 🌟🌟🌟🌟🌟 reviews are so lovely to receive 🫶🏽
Especially from people who you respect and trust in their field too.
A big thank you to Anya for this review ✨

07/09/2026

Upselling has a bad name, and usually it is deserved, because most of it is just pushing more at a customer who did not want it.

Done properly it is the opposite. It is making sure the customer has everything they actually need to get the result they came for.

If someone buys the phone system but not the training to use it well, you have not done them a favour by keeping the bill down. You have set them up to be disappointed. Pointing that out is not pushy. It is honest.

If someone buys a swimming lesson but doesn't have the equipment to be able to go and practice between sessions their progress with be slower.

The test is simple. Are you adding this because it genuinely helps the customer? If the answer is yes, then you are doing the customer a disservice by not offering it to them.

In Module 4 we teach cross-selling and upselling as care, not pressure. Recommend what they need, leave what they do not, and be trusted next time.

Sell them the whole solution, not just the easy bit.

☎️ Phone me on 07834 483585 to talk about upselling the honest way.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

06/09/2026

A genuinely happy customer is the best salesperson you will ever have.

Word of mouth still outperforms almost anything you can buy. People trust a recommendation from someone they know far more than they trust an advert, and a customer who feels well looked after will tell others without you ever asking.

The reverse is just as true, and faster. A customer who feels let down will tell far more people, especially now that a bad experience is one post away from an audience.

So excellent customer care is not a nicety. It is marketing that costs you nothing and pays you back for years, or it is damage you never see coming.

In Module 4 we treat every interaction as a chance to create an advocate. Not by being falsely cheerful, but by consistently doing right by the customer.

Look after people well and they will send you more people. It really is that simple, and that valuable.

☎️ Phone me on 07834 483585 to talk about turning customers into advocates.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

05/09/2026

The cheapest way to grow a business is to keep the customers you already have.

It is far more expensive to win a new customer than to retain an existing one, and yet most sales energy goes on chasing the new and almost none on protecting the current. The leaky bucket gets ignored while everyone pours more water in the top.

Existing customers spend more, they buy more often, and they refer others. They already trust you. The hard part, earning that trust, is done.

This is why Module 4 exists. Retention is not the customer service team's problem to mop up at the end. It is part of how everyone thinks, from the very first call, whether they are in lead generation, new business, account management or support.

Win the customer well and look after them properly, and they grow your business for you.

A new business sale is just the start of the relationship.

Some companies have seperate new business and account management teams, some have one who does the lot. I work with all of them to ensure keeping customers is at the front of their mind from the first H of Hello.

☎️ Phone me on 07834 483585 to talk about building retention into your team's thinking.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

04/09/2026

Give a customer ten options and you have not helped them. You have given them a reason to go away and think about it.

Too much choice does not feel generous to the person on the other end. It feels like work, and work gets postponed. The customer who could have decided today now needs to weigh up ten things, so they decide to decide later, and later often never comes.

The skill is doing the thinking for them. From everything you learned in the fact-find, you narrow it to the two options that genuinely fit, and you explain why. Now the customer has a real, manageable decision in front of them.

In Module 3 we work on suggesting options cleanly, because a confused customer does not buy. A clear one does.

Your job is not to show them everything you have. It is to guide them to the right thing.

Make the decision easy and more people will make it.

☎️ Phone me on 07834 483585 to talk about simplifying the sale.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

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