Hello, I’m Cate Schreck!  

I’m the Co-Founder and Director of Lightbulb Training Solutions (LTS), a Service Excellence Coach and the author of “The A-Z of Service Excellence”  

I am known for designing and delivering workplace training programs that educate and inspire frontline customer service staff to work together in harmony and provide consistently excellent customer service.  I care deeply about the mental health of staff who are relied upon to interact professionally with customers, all customers - the polite, the pushy, the chatty and the challenging and everyone in between.

Businesses know that customers today want an exceptional experience and they rely on staff to make that happen BUT, many busineses don’t know how to indentify service skilled candidates during recruitment or how to inspire staff to always deliver an exceptional experience. What many businesses do is ‘cross their fingers’ and let ‘common sense’ guide how staff interact with customers and that doesn’t work.

Why doesn’t it work? Because customers have different service expectations and if frontline staff don’t know how to identify and adjust their service style to meet the expectation of every customer, or they believe a friendly smile and warm welcome is enough, customers leave feeling underwhelmed and undervalued and staff go home feeling the same way.

What works? Creating a team of Customer Service Professionals and the first step is a complimentary Customer Service Analysis.

I’ve spent over 35+ years working with, managing and training Frontline Customer Service Staff and along with the below qualifications (which are nice but experience is best), I know what it takes to create a team of Customer Service Professionals and I want to share it with you. 

Diploma of Business (Frontline Management),  

Cert IV Training and Assessment, V.E.T (Disability),  

Mental Health Social Solutions and Counselling,  

Accredited DISC ADVANCED® Assessor and Facilitator