Graham Frost spent the first half of his career in front line customer service roles where he learned that many businesses are not set up to deliver a great customer experience. During the 1990’s Graham was given an opportunity to work in learning and development and he has never looked back. Starting with an award-winning induction course, Graham has worked with a variety of different companies helping them to improve. He won a Regional National Training Award in 2009. He now works as a trainer and coach helping people and businesses to move forward with their employee and customer experiences. Graham is also an experienced speaker and has spoken on customer service issues at conferences in the UK, Europe and Russia.
Graham Frost spent 24 years working on the railway. For the first seventeen years he was on the front line, serving in the restaurant cars on the East Coast main line and running the team that provided the customer service on the Scottish Pullman. Privatisation came along in 1996 and Graham was given the opportunity to get involved in training and development by Christopher Garnett, the CEO of GNER. He worked with a team of colleagues designing and delivering a ground-breaking new induction course for the company’s employees which led to the company achieving Investors in People accreditation, the first railway company to do so.
In 1998 Graham was asked to put together the induction programme for 50 new customer service managers that GNER was employing from outside the company. One of the accolades that Graham received for this programme was ‘The Ultimate Training Experience’. Graham left the railway in 2003 as he wanted to prove that he could help people outside that industry. He did some training work for a number of retail companies before being asked to do some work for Southern railway. He re-vamped and updated their corporate induction programme and delivered it for a year, before training their people to deliver the material.
A change in family circumstances in 2006 led Graham to seek full time employment again and he went to work for foreign exchange provider Travelex as a learning and development consultant. Here he was responsible for a training programme that won a Regional award at the National Training Awards and delivered a variety of soft skills training in the UK, Europe and the Middle East.
In 2010 Graham decided to go back to self-employment. He is an experienced soft skills trainer who still sees businesses from the perspective of the customer and the front line employee. Nothing will ever persuade him that anyone in a business is more important than a customer or the people who serve the customers.
Graham delivers a variety of training for all levels of employee. He is direct, engaging and empathic. Some of his current work includes training delivery for other training providers and he is also helping a growing company to develop their next generation of managers.