Customer service: are we getting it right?
9.30-15.45, 30 September 2008, CQI, 12 Grosvenor Crescent, London
The CQI presents an opportunity to review customer service, the different approaches to it, and to look at what works and what doesn't work.
Meet speakers who are practitioners in the field, and network with individuals who want to shape customer service in the UK and internationally.
The day features high profile speakers from the Institute of Customer Service (ICS), the CQI, and a special guest industry speaker.
Programme
Introduction to the CQI - a message on innovation and care
Mike Debenham - CQI executive director policy and professional affairs, will start the day by looking at how the application of good customer service links into the CQI's 'Innovation and Care' model. This will cover the process of identifying your customers' needs, and then look at how you can marry these needs with your own ideas, products and innovations.
Customer service - a never ending journey and how to get started
Peter Hall - ICS membership director. Getting customer service right involves an ongoing and cyclical approach, and Peter will be looking at how best to implement the means to monitor, optimise and improve your ventures.
Traditional customer service versus technology based customer service, and the competitive advantages
Diana Morris - CQI approved trainer will address the practical side of customer service, and which elements from traditional and technology-based approaches are best to use.
The best customer service isn’t always American!
Derek Williams - chief executive of The WOW! Awards. Derek's self-confessed mission is to raise standards of customer service in the UK to the point of exceeding those of the US. His presentation will share with delegates some very practical ways in which service delivery can be raised through energising their people.
A case study from a special guest speaker from industry
The day concludes with a case study from our guest industry speaker Clive Hutchinson, managing director at Cougar Automation. Clive's presentation will include how to deliver sustained excellent customer service, the power of unleashing your people's strengths, and how to do less managing with more results.
Benefits
You will benefit from attending if you wish to improve processes and indeed share knowledge and experiences by meeting like-minded quality professionals, aiming to overcome the challenges customer service presents.
This event will be the perfect opportunity to network with colleagues within the field and to take away some useful hints and tips from all those that attend as well as our professional speakers.
Fees and booking
Cost, including lunch and refreshments: £99 for members of CQI, ICS, BQF, London Excellence and charity organisations
£120 non-members