The Customer Service Training Association is a mutual self-help membership body formed by Don Hales in 2007 to enable those involved in customer service training and associated activities to
Best practice in customer service, leading edge training techniques, service excellence, staff retention and satisfaction are all key issues for members as are customer retention, customer satisfaction and the effect of customer service on the bottom-line. All of these issues feature on the agenda at CSTA meetings.
We set up below details of organisations supporting the CSTA. We do not accept paid-for advertisements but all the organisations featured are known to the CSTA and have agreed to feature us on their sites.
Martin Howe specialises in Customer Service Consultancy and Training. Increasingly Consultancy is delivered in partnership with Customer First UK and The Wow! Awards. As the Cega Group's Training and Development Manager, Martin was responsible for the overall strategy to consistently deliver a high quality customer experience, as the service behind the world's leading travel insurance brands including AVIVA, AxaPPP, Liverpool Victoria, HSBC, SAGA, Barclays and Nationwide. His expertise in Customer Service training programmes is now available through ‘Time for Change People Development’. For more information please click here:- www.time4changeconsultancy.co.uk
Annie Mulady has a long-held belief that service is the key differentiator between businesses, this is particularly crucial when a number of companies are offering the same product. Given that two-thirds of customer complaints are about people and service issues, not the actual product, all customer-facing staff should be trained, empowered and have the tools for the ultimate customer service experience. Mulady Solutions enable organisations to achieve this. Mulady Solutions support organisations in motivating employees and providing the skills to make a positive impact with their customers. Owner, Annie Mulady has hands-on front-line and team management experience coupled with a clear and energetic communication style which is an excellent combination for service and supervisory skills training and development. Annie’s training style is extremely participative and engaging using activities and exercises to promote learning and skill building. Annie makes sure that she is able to link training activities to the workplace, ensuring that learning is always relevant and aligned to the business and the business priorities. www.muladysolutions.co.uk 01628 475988/07920 104940
The WOW! Awards are the only national awards for customer service based purely on customer nominations. Customers love to say “Thank You” when they have received great customer service. The WOW! Awards give them a channel to do that.
Why use The WOW! Awards? The Wow! Awards are a unique Compliments Management system that recognises and celebrates excellent Customer Service. There are a number of organisational benefits to the scheme, to find out more contact Stacey Wickham or call +44 (0)1438 310191.
Arizion, a leading customer service development training provider, will support your team to deliver outstanding service through customer service, leadership, management and team development workshops. Your people will have the benefit of bespoke training tailored to your needs, as well as ILM accredited management development workshops which will provide in depth, quality assured training for your management team. www.arizion.co.uk
SSW Associates – passionate believers in people and purpose to deliver outstanding customer service and results. Pioneers in behavioural KPIs, SSW can offer training and development initiatives (including an innovative toolkit) to companies seeking to improve their “customer journey” www.sswassociates.co.uk
Bridge Training and Events works closely with customer focused companies to transform front-line employees into Living Brand® Champions. Our true passion is for people performance in both sales and customer service. We utilise the concepts of Emotional Intelligence, Neuro-Linguistic Programming (NLP) and other great models in Behavioural Science in a unique and fun Bridge branded experience. www.insidebridge.com
Supporting Customer Care Ltd is management and training consultancy that draws on a wealth of experience across both private and public sectors. We know that successful businesses are customer focused and recognise that, from time to time, they may need additional help and support to stay that way. We’re passionate about working with our clients to make a difference on a practical level - that’s why we work in partnership with them to form long-term relationships. Whatever your driver, we can help you focus on sustaining a level of service that enhances the customer experience and encourages their loyalty to your business. We can support you with recruitment, people development, performance management and leadership enhancement. Whether developing entire teams or simply focusing on helping one individual to improve their customer handling skills, we concentrate on building a rapport that supports us in delivering a memorable and powerful development opportunity. Here’s what some people have said about our training -
To find out more, visit www.scc-ltd.net or call us on 01933 651807.
SOCAP in Europe and Worldwide. The service profession needs and deserves a worldwide member-based organisation, now more than ever given the current global market place. SOCAP is the place for professionals within the consumer affairs and customer service industry.
SOCAP was originally founded in the United States of America in 1973 and SOCAP UK followed in 1986. There are now SOCAP organisations throughout the world including Australia, New Zealand, South Africa, Japan, Korea, Brazil and Canada. World-wide there are over 4,000 members looking to serve their customers and companies to the best of their ability.
Works with other stakeholders – government, regulators, standards bodies and consumer advocacy organisations – SOCAP aims to bring together the best of people and the best of practice on behalf of the companies they work for and the people they serve.
SOCAP raises the profile of Consumer Affairs and Customer Service as a profession while remaining focused on the individual practitioner looking to exchange ideas, expertise and opinions to ensure the future of the profession.
Email us via enquiries@socapineurope.com or call us on 08707 51286.
Customer 1st International is a specialist company providing comprehensive customer service learning solutions. As subject matter experts in customer service Customer 1st International provides high quality learning materials, publishes books, E-Work Books and has successfully launched the first Uk accredited, tutor led, e-learning programmes in customer service.
Customer 1st International develops qualifications and supplies customer service learning resources to many UK awarding bodies eg Association of Business Professionals, EDI and LCCI (Internationally)
Customer 1st International also supports blue chip companies and governments to develop quality assure their own award structures mapped to the UKs National Occupational Standards in Customer Service at levels 2-4. The most recent the development was the formation of Hellenic Institute of Customer Service in Greece.
Customer 1st International has recently provided learning resources for The Institute of Customer Service, VisitBritain, Unilever plc, Accenture (USA), BAT, HR Indexx Africa, The National Institute for Service Excellence - Babados and The Strategic Institute of Communications - Singapore. www.customer1st.co.uk
The Complete Trainer Ltd is an ecommerce resource for all learning and development needs for trainers, managers and individuals. The Complete Trainer has a wide range of training resources, from books to software, full training programmes to an on-line academy. www.thecompletetrainer.co.uk
Hendrix The Dog Productions uses professional actors and acting techniques to boost employee confidence, morale and teamwork. This helps managers to make more effective decisions and allows organisations in the private, public and third sector to thrive.
Areas covered include:
For more information contact director Steve Hemsley: training@hendrixthedog.org +44 1892 519504. www.hendrixthedog.org
Krissco can accommodate: short, medium and long term challenges, projects or start ups, be it in a consultative approach or interim position.
Krissco provides immediate cost effective Sales, Marketing, Business & Personal Coaching solutions for small medium and corporate companies.
I am a qualified life coach and seasoned business executive with over 20 years experience in Sales and Marketing. Having worked in small, medium and large corporations, I understand the pressures that are faced in such environments. Where exceptional services, outstanding results and pace are the standard expectation! - Now owner of Krissco Ltd, my passion is in supporting others with making a difference to achieve business and performance excellence by offering an injection of expertise just when it's needed. www.krissco.com
Customer First UK is the awarding body for the national standard for customer service - 'Putting the Customer First.' Established in 2004, our aim is to raise the quality of service delivery to customers by ensuring that businesses are assessed against, developed and supported to achieve the Customer First Standard. Businesses that achieve the Standard demonstrate that they have a customer focused organisational culture. The Customer First Standard focuses on 3 key areas; Building Customer Relationships, Maximising Market Awareness and Developing your People. Research shows that those that have achieved Customer First are realising tangible benefits through the retention of existing customers, improvement of customer satisfaction levels, improvement in services and retention of their people. The Customer First Standard has been achieved by hundreds of organisations across the UK.
To find out more visit http://www.customerfirst.org/
TICSI is a free to join membership organisation with the aims of recognising and sharing global best practice in customer service.
The International Customer Service Standard (TICSS)
TICSI has developed The International Customer Service Standard (TICSS) the first independent global standard for customer service excellence.
TICSS enables organisations to analyse organisational performance using a proven model.
5P's Service Quality Model
The 5P's Service Quality Model distinguishes five main factors of customer service excellence, which directly impact and determine service quality and customer satisfaction.
TICSS
TICSS provides the means for organisations to identify and focus on the areas which impact continuous improvement of service quality. It provides recognition of achievement of the standard through an external formal third party certification scheme. British Standards Institution Limited (BSI) is the exclusive international certification partner of TICSI
Free Self Assessment
TICSI has developed the free access online Customer Service Self Assessment Tool for all organisations committed to improving their customer service performance. This provides organisations with the means of a regular service quality audit and both the opportunity to compare their performance with the criteria of The International Customer Service Standard and as a stepping stone towards it achievement.
Higher Level Qualification
With a leading UK university business school TICSI is currently in the final stages of developing an MSc in Service Quality Management.
www.ticsi.org
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service markets. We specialise in recruiting for Director and Managerial appointments within call centres, contact centres and customer service departments, across sales and service, operations, resource planning, training, management information, dialler and analyst positions, covering the whole of the UK and Offshore markets. www.douglas-jackson.com
Accelerator’s results-driven training, development and research solutions help you bring pace to change, through people.
The Accelerator team are experts in helping companies make positive changes to their culture, their people – and their profits. They provide insight into what people and customers think about business. They find out what would make a positive difference. They train employees and develop future leaders. The results are powerful and enduring.
Why not attend a free ICS FirstImpressions taster session with Accelerator?
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First Impression Training (aka FIT) is a people development organisation wholly focused within the telebusiness environment, specialising in telephone sales, customer service and frontline leadership training and coaching. They have
a wealth of industry experience across the business spectrum and are passionate about developing the potential of every individual they work with, recognising people as the vital ingredient in the recipe for achieving service excellence. They inspire people to want to learn, stretch beyond their comfort zone and become even better than they are already, ensuring they stay FIT – for business and for life!
Find out more by taking the tour at www.calltraining.co.uk. Ensure you click on the ‘free stuff’ page while you’re there and register for their FREE RA-RA! It’s an online training bulletin - a regular boost of positivity, jam-packed with practical tips and techniques to ensure everyone stays motivated and on track to succeed in the world of customer service!
Call Centre Helper
Call Centre Helper is the UK's most popular call centre magazine with over 30,000 readers. It is a free, weekly online magazine aimed at giving call centre people up-to-the-minute advice on how to make their businesses work more effectively.
Separated in to four distinct areas – call centre management; call centre technology; call centre life; and call centre jobs – the aim is to help readers navigate as swiftly as possible to the area that interests them most. To this end, there are lots of regular features, such as a Q&A column that asks people with real-life call centre experience to answer the real-life problems faced by their peers in the industry, and a monthly ‘What to look for when buying…’ series, offering guidance by industry experts on the latest must haves in the world of Call Centre technology.
So, for advice and tips on management, technology and working life, visit Call Centre Helper at www.callcentrehelper.com
As the UK’s leading customer service and contact centre specialists our mission is to lead and inspire world class customer service: deliver you insight, develop your people and optimise your performance through our consulting and learning services.
From frontline to boardroom and across private and public sector we transform performance - providing a strong foundation to understand, drive and manage change together with our high impact bespoke customer service and sales programmes, capability and skills assessments, accreditation, benchmarking, managed services and consulting. Calcom’s qualifications include Service Excellence, Advanced certificate in Leading and Managing for team leaders and Professional certificate in Strategy and Planning for contact centre managers.
Partnering with Calcom ensures the transformation of customer service to improve customer experience, increase employee satisfaction, whilst increasing return on investment and reducing the cost to serve. And what’s more we’ve been doing it successfully for over 15 years for some of the world’s largest organisations so you’re in great hands and great company.
Our clients want results and know we deliver. ICS and CCA members.
For more information visit http://www.calcomgroup.com
