bmtg2African Management Corporation… ‘World Class Customer Service’

Nick delivered the five day course having also designed and built the programme for the client specific needs and outcomes.

The course “World Class Customer Service” was delivered on behalf of the International Academy of Project Management for the African Management Corporation.

Delegates attended from a variety of sectors and covered South Africa, Zimbabwe, Namibia and Tanzania.

“Nick aims to bring out the best in every participant, by tapping into our strengths and motivating us to be the best we can be. He respects the views of participants and shows that he is willing to help us throughout our service excellence journey, not only in the course but even after the course.”

“Speaker Nick Bishop not only professional but is talented on delivering the material in such a way the participants can absolutely apply in the world of customer service. The rich examples he has with the topics makes it easy to understand on what he is delivering. His wide knowledge should be utilised to reach as many participants as possible so as most people get benefits from being on his courses.”

“The enthusiasm and passion the speaker brought to the topic was awesome.”

“The speaker has got greater knowledge, skill and experience on the topic and that immensely contributed to providing me with exactly what I needed.”

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“I thought his overall friendly and comfortable personality had significant impact as he motivated continuous interaction with the audience.”

“Nick Bishop is brilliant and smart .He knows his work and is a good speaker. He speaks clear and you understand everything. I recommend any company to come and listen to him or invite him anytime. He’s the best.”

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Argos is one of the largest UK catalogue companies with a strong North West presence and a Contact Centre in Widnes.

A selection of Argos Team Leaders were taken through an accredited professional development programme, below is a selection of their comments:

“I love my course and the help and advice that I get from it. I do believe that it is helping me develop into a stronger and more perceptive Team Leader.”

“By sharing thoughts and ideas through the workshops, I always come out with something new. From the last workshop, for instance, I came out with new ideas and a brighter way of looking at things.”

“I have had a really challenging few months and at a time when I really felt low and uninspired, the workshop brought me back on top again.”

“Taking this course was one of the best steps I could have taken- Everything I learn has been used at some point in my daily tasks.”

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“I find the workshops invaluable to get together with people that I don’t necessarily see day to day and we can discuss and share best practise, and also discuss what has not gone so well and try to reason why.”

“You as a facilitator are great, your energy and enthusiasm keep the sessions bright cheerful and interesting.”

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Botswana Accountancy College

Botswana Accountancy College (BAC) provides the highest quality business education in Accountancy, Computing, Business Management and Insurance. The BAC owes its origins to a joint venture partnership between the Government of Botswana and Debswana, who are in effect its guarantors. The college has a significant role to play in Botswana’s tertiary education landscape and has aligned its strategy with Botswana Vision 2016.

Nick, in collaboration with Qualifi delivered a 12 month programme on behalf of the BAC, the Botswana Government and the International Financial Services Centre.

As one of the fastest developing countries in the world and the jewel in the crown in Africa, there was a clear need to deliver new skills to a group of 100 delegates over a twelve month period and of course to provide them with a mix of motivation and inspiration!!

Working closely with partner organisations, Botswana now has a wonderful opportunity to develop its capabilities as a BPO destination globally.

And the 100 delegates? ……After 12 workshops delivered one week each month, all 100 graduated with a certificate in Contact Centre and Customer Management skills.


Within Corporate IT, there was a time when your work load was dictated by requests received from other areas within the HBOS network. As the business grew, HBOS Corporate IT had to become a profit centre in its own right as opposed to a pure support centre. When the business model changed, it became apparent that to produce its own revenue stream, HBOS Corporate IT would have to produce additional incomes and cross sell its services across the HBOS network. Too often work would be sourced from outside when the skills were available in house.

To make that change a shift in mood and greater interpersonal skills would be needed by some of the staff within Corporate IT. To facilitate that change, Nick delivered a series of workshops both in England and in Scotland to help to develop improved interpersonal skills. This covered, body language, emotional intelligence, listening skills, self confidence and questioning techniques to allow effective networking and soft sales to be successfully carried out.

macmillanMacmillan Cancer Support

Nick was approached by Macmillan Cancer Support to deliver a workshop at their annual staff conference at Keele University. It received such a positive reaction with close to 100 wanting to attend that a second session was needed!

Nick was delighted to receive the following feedback from the participants compiled by Rachel Patrick, the Macmillan Events Manager.

Inspirational self development: welcome to a new world.

“Good delivery, enthusiastic approach.”

“It was an enjoyable session, with very professional facilitation. Good fun and I’ve taken a few pointers away with me so it was useful for that.”

“I know a lot of people found it hugely thought provoking.”

“Professionally delivered presentation. A good introduction – lots of material.”

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“Very lively and inspirational. Good reminder of techniques to put into practice.”

“Really inspiring and interesting. Want more!”

“Enjoyable and got a lot out of it.”

“Interesting and thought provoking.”

“The tutor was very inspirational and had some good points to make. I enjoyed his examples because they were sport related but I think some people probably wouldn’t have related so well.”

“Excellent – useful toolkit to use.”

“Helpful ideas. Enthusiastic presenter. Willing to assist and follow through.”

“Gave some interesting discussion points – some blue sky thinking.”

“Facilitator interesting and enthusiastic.”

“Food for thought. Enthusiastic presenter!”

“Content good. Style too ‘sales’ for my personal taste.”

“Excellent. Very inspirational.”

“Quite complex subject area to talk about.”

“Thought provoking.”

“Very lively and inspirational. Good reminder of techniques to put into practice.”

“Really inspiring and interesting. Want more!”

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nhsdirectNHS Direct Leadership Development Programme

It is now far more than a telephone health line – NHS Direct has an authoritative health website, and 2004 saw the addition of the NHS Direct digital TV service – one of the largest interactive services in the UK. Over two million people now access NHS Direct every month.

A growing success story and one that is now seeing other countries seeking advice on how to replicate.

Nick completed close to 100 days training as chosen partner to Qualifi to deliver a Leadership Development Programme to Team Managers within NHS Direct. The programme spanned two years across England and over eight sites.

A short précis of feedback is below. More is available.

“Excellent course/trainer.”

“Thank you for your unstinting attention.”

“Enjoyed the course and the course delivered very well.”

“Very good trainer.”

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“Good course.”

“Well balanced course.”

“Really enjoyed the workshops.”

“Excellent facilitator.”

“Very useful workshops.”

“Very well delivered workshops.”

“Very good facilitator, got a lot from the workshops.”

“Brilliant, very enjoyable.”

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It has been a pleasure to have worked with all 250 Team Managers within NHS Direct. Working together to build on the passion for excellence and embed the vital skills of good management practice.

petsPets at Home

Pets at Home is a pet supplies retail chain in the United Kingdom with 272 stores nationwide. Pets at home currently have over 4600 employees and their last annual profit was more that £500million. The company sells a large variety of products including food, toys, bedding, medication and accessories.

As the business grew so too did the Pets at Home management team. The teams had to bond and new ideas were required to tackle the challenges of business growth. To facilitate that change and to help to build the confidence and esteem of the teams, Nick delivered a series of workshops linked to business “away days”. Pets continue to develop their incredible growth story.