That’s Customer Focus Copyright © 2008 - 2018 Ray and Laura Miller Privacy Policy

Ray and Laura Miller are the authors of That’s Customer Focus and the principals of

The Training Bank.

About the Authors and  The Training Bank

For close to 25 years

Ray has worked with a

wide range of organizations in the development and implementation of customer focus and leadership training solutions that get results. Ray helps his clients achieve improved service performance by providing training solutions that are highly targeted and strategically linked to operational goals and objectives. The training provided is based on sound research and employs proven concepts and methodologies which are delivered in the most appropriate way to achieve the desired changes in mind-set and performance.


In his past experience Ray has headed the Sales and Service training group for one of Canada’s largest Banks, been training practice leader for the consulting firm Stevenson Kellogg, President of CanTrain Development Corporation and Managing Director of The Training Bank. He has worked with clients, both large and small on training initiatives in Financial Services, Manufacturing, High Tech, Construction, Aviation, Healthcare and Hospitality industries in Canada, the United states and abroad. He is a gifted writer and facilitator who has been described as both knowledgeable, motivational and humorous. Drawing from his extensive business experience, his focus is on the practical rather than theoretical.

About F. Ray Miller Go to Top of page

Laura Miller is a Human

Resource Development

specialist and Master Training Designer with over 25 years’ experience in research, design, instruction, and consulting.


Since 1987, Laura has designed and delivered hundreds of highly effective training programs ranging from technical skill enhancement to management development, and service quality and service leadership which are linked to corporate and operational objectives. She has developed and implemented numerous needs assessment and/or 360 degree assessment tools and processes, combined with the development of competency models and curriculum planning for a wide range of organizations during her career.


Laura is also a gifted writer, speaker and facilitator and has conducted many training programs, public speaking engagements and facilitated numerous information and problem-solving meetings in Canada and the United States spanning the range from executive management to frontline employees.

In a consulting capacity, Laura has worked with numerous organizations and business units to define development needs, develop strategies and tactical plans, design and deliver learning solutions, and evaluate outcomes against objectives.

About Laura Miller Go to Top of page

The Training Bank is a full service training and development firm, Headquartered in Ontario, Canada.

Operating since 1986, we develop training solutions based on clients’ specific goals and objectives, which target specific performance outcomes and get results.

We have the ability to provide training solutions in traditional classroom, web-based and blended formats.

While we have developed training in a broad range of subject matter, we have extensive expertise in the realm of customer-focus, customer service and leadership.

You can find out more about us by visiting our web site at

In the past 25 years we have worked with a wide range of organizations, large and small as well as multi-national. We have worked in Canada, the United States, the UK, Europe, Asia, and the Caribbean.

Having highly skilled, well-trained employees is one of the most important investments you can make in the future success of your organization. We can help you to maximize your return on your investment in your employees.

About Go to Top of page