Within Huthwaite's R&D department Janet specialises in researching and developing innovative solutions for changing behaviour and results within customer service, retail and teleselling environments. She holds a PhD in retail marketing and has extensive experience in the design and development of training solutions for a wide range of clients, incorporating both face-to-face and technology based solutions. Described as analytical and incisive she is skilled at diagnosing performance problems and identifying appropriate solutions that will generate bottom-line improvement. Recent research projects include a widescale behavioural analysis of retail sellers and of complaint handlers in call centre environments. She has used the output of these research projects to develop Huthwaite's customer service, teleselling and retail programmes and provides programme support to Huthwaite trainers and international licensees.