Cable & Wireless manager wins training award

Phil Williams of Cable & Wireless won the customer service trainer of the year prize at the National Customer Service Awards.

He told Personnel Today that he arranges and delivers training "to help change our culture and transform the company into a customer service-oriented organisation".

As well as this, he runs a team of training consultants who undertake personal development training for colleagues within the firm.

He said that the keys to making a training course a success are knowing your customers, know your subject, and deliver with "enthusiasm, passion and belief".

At the other end of the scale was a terrible training session he once attended.

"A four-hour 'death by PowerPoint' session - flat vocal delivery from a subject matter expert who needed training as he was ill prepared and just read from notes," he said.

He also said that acting honestly and listening to your audience are among the best pieces of advice he has ever received.