I'm a consultant member of the Contract Flooring Association, a member of the UK Register of Expert Witnesses and a provisional member of the Expert Witness Institute.
I write about customer service issues for Interiors Monthly and SMG News (see my Blog).
Here's a brief outline of what's shaped my expertise and experience:
Diploma in Furniture Production and Management (BSc equivalent)
City and Guilds Advanced Craft Cabinet Making
City and Guilds Advanced Furniture Design and Construction
City and Guilds Advanced Furniture Materials (Metals and Plastics)
City and Guilds Advanced Furniture Materials (Upholstery and Woodfinishing)
City and Guilds Advance Furniture Production
City and Guilds Advanced Industrial Studies
City and Guilds Craft Machine Woodworking
NARF Diploma in Retail Furnishing
1981-1987 Joshua Taylor & Co Ltd, Cambridge - Furniture, Carpets and Lighting Sales Manager
1987-1989 P A Glock Ltd, Crayford- Marketing Manager (bedroom furniture)
1989-1992 Room Service (Cambridge) Ltd - Furnishings repair, installation and consultancy
1992-1997 Chief Conciliation Officer for Qualitas Furnishing Standards (now the Furniture Ombudsman)
1999-2015 Carpetright plc, Purfleet - Head of Consumer Affairs (also responsible for establishing the Carpetright Fitters' Academy to assess and train more than 2,000 floorcoverings installers)
I have also worked as an Independent Expert Witness for furnishings complaints for more than 27 years, writing reports and giving evidence in Court claims. I am a member of the UK Register of Expert Witnesses.
I'm also a Community First Responder, attending 999 calls to save lives in my community - I know how to deal with matters of life and death!
Sometimes complaints seem like that, but I can help you turn them round, keep your customers and learn from what happened to make things better!