Welcome to
spider on the wall Ltd

Our training is facilitated with Energy and Enthusiasm designed to stir Emotions to create lasting Memories!

About Us

Jules

If you have ever invested in training before, you may have been left with that feeling that the return on your investment was not quite as good as you hoped and the effect on the delegates was somewhat similar to a ‘sheep dip’ (staff came out fresh and reawakened but soon slipped back into old habits and negative beliefs).
Spider on the Wall (who are qualified in Neuro Linguistic Programming (NLP) and DISC Behavioural Profiling) address the whole ‘internal and external ‘performance.

There are many elements to performance; Activities, skills, knowledge and behaviours for starters.
An effective training session will address these but will also address beliefs and values (the fuel that drives behaviour).
We are committed to deliver experiential learning and we strive to fully understand the culture, strategy and leadership challenges within the organisation.

Our course content is designed to ensure that training delegates are challenged to reflect upon the choices, attitudes and behaviours that not only motivate them but also prevent them from getting optimal results.

Training Workshops


When you need ‘sticky’ training techniques which are delivered by passionate facilitators through effective and interactive course designs… we offer you:

  • Customer Service Excellence Skills
  • Foundation Sales Training
  • Advanced Sales Training
  • Time and Stress Management
  • Effective Communication Skills
  • Emotional Intelligence and Personal Resilience
  • Performance Management
  • Motivational Leadership
  • Change Management
  • Train the Trainer

  • Presentation Skills
  • Telephone and Email Etiquette
  • Dealing with Difficult Customers and Service Recovery Skills
  • Recruitment Interview Skills
  • Adopting a Positive Approach - NLP
  • DISC Personality Profiling
  • Influencing and Negotiating Skills
  • Equality, Diversity & Inclusion
  • Customer Journey Mapping
  • Effective Marketing

Schools


I have a great passion and vast experience in dramatically enhancing a school’s ability to maximise their enrolment opportunities. I have worked in developing the School Admissions and Admin Teams for many large national and international education providers. I have a proven track record of making an immediate impact on a schools’ student recruitment numbers providing valuable insights into admissions process and advising on simple practical, strategies designed to improve the Customer Journey and ultimately maximise new student recruitment. The result of which is seen in greatly improved conversion ratios and enhanced and empowered recruitment performance.

A qualified NLP (Neuro Linguistic Programming) Practitioner, a DISC Personality Profiling Practitioner and a Goal Mapping™ Practitioner.
I bring positive energy, humour, and creativity to all my work as well as high quality professionalism.

I offer a training and development service in all areas of school improvement and leadership development. Areas of expertise and training services offered:
  • Customer Journey Mapping
  • School Admissions – Making a Performance of it!
  • Great Communications lead to Great Conversions!
  • Customer Service Excellence
  • Everyone is in School Marketing
  • Intercultural Awareness and Emotional Intelligence
  • Having Difficult Conversations and Dealing with Difficult Customers
  • Writing with Impact
  • Powerful, Positive Presence and Personal Impact
  • Time and Stress Management with Personal Resilience
  • Telephone and Email Etiquette
  • Mystery Shopper Reporting – Admissions Audit
  • Team Building and Facilitated Brainstorming
  • Positive Mind-set, Behaviour and Attitude

Mystery Shopping Services


Spider on the Wall was created because (we know through years of experience) that everything stems from good Customer Service – EVERYTHING; from a client’s first impression of your organisation to each and every ongoing experience. This is not intuitive – this is instinctive, it is not something you can teach a customer of your organisation, it is something he absorbs unknowing and unwittingly and is left with either a positive or a negative feeling about that which he has encountered. In order to obtain a ‘real’ view of your staffs’ commitment you need to see the whole picture; from the Customer’s Experience. All of the reports are completed by ourselves and a handful of professionals who have either spent their career sourcing the best for MD’s, CEO’s etc or who are/have been business owners themselves. We will work in unison with yourselves to design a specific Survey Report and an ethical measuring system on which we can examine your staff’s performance levels. We will also be on-hand to assist with the feedback of the reports, ensuring that there is a constructive delivery with acknowledgment and a wealth of motivational factors as well as the necessary key skills to address poor performance alike. Whatever findings we unearth from our Mystery Shopping experience we will be able to tailor-make a workshop to address any specific areas of improvement: Customer interaction, closing the sale, dealing with difficult customers etc

Our mystery shopping services give you:
  • A chance to see a true reflection of your customers' experiences; the journey they are taking from the moment they arrive to the moment they leave your business.
  • An outside view of the reputation your company is creating.
  • Information about which employees are tending to the 'emotional side' of a customer's purchase.
  • An awareness of whether employees are attempting to up-sell at appropriate opportunities.
  • Performance management - opportunities to praise and reward staff for outstanding performance and identify areas for improvement in others.
  • The information needed to track improvements in professionalism and ensure consistency of customer service.
  • The chance to see how complaints are handled. If a complaint is dealt with in a fair and professional manner it can turn a disgruntled customer into a life-long ambassador of your company. What currently happens to your dissatisfied customers?
  • Improved telephone call handling. Is the caller made to feel like a valued customer and left with a positive impression of your organisation?

Get in touch

Registered Office Address
Spider On The Wall Ltd
3rd Floor Montpelier House, 99 Montpelier Road,
Brighton, BN1 3BE
tel: +44 (0) 7939 128 668
Spider on the Wall Ltd, Registered in England and Wales, Registration No. 6046985
Email
Jules Murray
jules@spideronthewall.com

Accredited Courses


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Jules Murray

In 2006, I founded Spider on the Wall Limited to support the training and development function of large national and international customer-facing organisations. My successful methodology is based on the relationship I build with key stakeholders and the effective, dynamic, and interactive design of course content.

I am committed to deliver experiential learning and I strive to fully understand the culture, vision, and strategy within the organisation. Course content is designed to ensure that training challenges employees to reflect upon the choices, attitudes and behaviours that not only motivate them, but also prevent them from getting optimal results.

A qualified NLP Practitioner, a DISC Personality Profiling Practitioner and a Goal Mapping™ Practitioner, I have trained and mentored managers and their employees to achieve sustainable increases in their positive outlook and ultimately their professional impact and performance.

Let me tell you about my Associate Trainer Karen Morton:

Jules

Karen Morton

Karen

Karen is an experienced public speaker and creative thinker and has worked at motivating teams from all backgrounds to deliver effectively within their roles.
She exudes warmth and enthusiasm that proves infectious and reassuring for less experienced employees and within organisations going through change. Karen trained in PR & Radio Broadcasting in Ireland and her career has seen her extend her skill base to leading high profile sales promotions in Ireland, UK, Germany, and the USA & Hong Kong involving retail and media campaigns.

Her work for UK National Charities has included organising major events attended by both Celebrities and members of the Royal Family and leading sales pitches to gain financial commitment worth considerable sums of money. Karen has designed and implemented Sales, Customer Service & Management Development programmes for and on behalf of clients in the hotel, retail & travel sectors, the motor industry, the financial sector and commercial property management.