Brendan is CEO of Family Mosaic, a major Housing Association which owns over 22,000 homes in London and Essex. One of Family Mosaic's Corporate Goals to be "Big but Local" so that is customers get the benefit of scale but still receive a personal service. In January 2009 it expanded its Contact Centre service and freed fieldworkers to get closer to their customers and communities. The presentation will cover how it was done and what it has achieved.
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Customer Service Performance and Outsourcing Specialist
Derek Bishop has nearly twenty years experience in customer service leadership and a proven track record of delivering business results in high volume and complex environments, whilst leading individuals and teams through change, creating performance based cultures.
Formerly a Head of Customer Service at AXA, Derek established his own management consultancy Abeo Consulting in 2005 and has worked with global organisations, assisting them in delivering sustainable improvements in customer service and leveraging greater value from their outsourced partnerships.
Abeo Consulting specialises in improving customer service, increasing retention and cutting costs. The company's impressive client list spans many sectors including financial services, charities, retail, travel, distribution, outsourcers and customer relationship service providers.
Derek is a resident columnist for Customer Strategy and has contributed to Money Market, CustomerFirst, Telegraph Business Club, IoD Hertfordshire, SpringFair, Mortgage Finance Gazette Catalogue E-Business and Start Your Business. He is also a keynote speaker and has previously spoken at the Growing Your Own Business Exhibition. He is now set to speak at The Call Centre Focus & Customer Strategy Conference in September 2009 and the Customer Service Training Association. Now an industry judge, Derek is set to join the panel at this year’s CCF European Call Centre Awards and National Customer Service Awards.
Derek can provide expert advice on a range of subjects including topics such as why customer service makes a difference to the bottom line, how to avoid failures in customer service, building new operations to ensure you deliver on your service promises, improving customer service and reducing costs at the same time, how to retain profitable customers, whether outsourcing is the right answer, selecting and managing the right outsource partner, measuring the impact of outsourcing on the customer experience and leveraging value from outsourcing.
Steve Hemsley and Lucy Morgans are co-founders of Hendrix The Dog Productions which gives customer service training a dramatic twist using professional actors.
Lucy trained at the Italia Conti Academy in London for seven years and played the feisty Abby in the Channel 4 soap Brookside. She first appeared in the West End at the age of 9. Steve has spent 20 years as a journalist and is an experienced presentation and media trainer. He attended the Academy of Creative Training drama school in Brighton. Lucy and Steve are the co-authors of the book ‘Boost Your Child’s Confidence using Drama Techniques’ published in 2008 and which is currently being reprinted.
Hendrix helps public and private sector clients boost their employees’ confidence using tricks of the acting trade.
The company also produces customer service audio and video training aids by dramatising real life scenarios.
Actors also add more reality to customer service role play which can scare staff and therefore impact on their ability to learn. The actors used by Hendrix are skilled in delivering scripted or improvised scenes set around a business.
Delegates effectively act as the director of the scenes and stop, rewind and re-focus the action. They even change the tone of voice or an individual’s characteristics in order to see how such a variation plays out. In this way delegates can make the scene more realistic or acceptable based on their own experiences.
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Derek has negotiated and spoken in 27 countries, donates a portion of his time to charities to help them save costs by negotiating more effectively and has a unique energetic presentation style which you will enjoy and learn from. You may have seen him coaching members of “Survival Street “on ITV in August, heard him on Drive Time recently or read his articles in the Financial Times / Daily Mail and Used Car Expert magazine.
Jill is Client Services Director for Power Train (UK) Ltd. Power Train leads the way in delivering dynamic customer service performance programmes for frontline staff and their managers. Forget role-plays and training rooms. This is high impact and challenging. It's relevant and insightful. Above all it's proven to deliver results that stick.
Our 'ActNatural' programmes have achieved across-the-board success for market leading organisations such as Virgin Atlantic, Mercedes-Benz, Visa Europe, British Gas, O2 and Virgin Trains. We can do the same for you.
Jill has overall control of all client-facing activities: from initial contact, through sales negotiation, to assignment delivery. Her remit is to ensure that we deliver results and customer satisfaction every step of the way. Jill is a member of the Chartered Institute of Personnel and Development. www.powertrain.co.uk
Paul Lewis has just been appointed to the main board of the Halifax and will be starting his new role as Regional Director on 1 October. He has a track record for winning national awards for the performance of his teams and colleagues across various organisations and he is a Vice President of the Institute of Customer Services.
In previous roles, Paul was appointed as the Customer Service Director on the board for Eagle Star Life at age 37 he has been the Head of Customer Service at Clerical Medical, an Operations Director with Capita and Customer Service Director with Zurich. He was also a Training & Development Consultant with Allied Dunbar and has a breadth of experience in presenting keynote presentations at national conferences and facilitating development workshops and events.
His recent speaking appearances include:
Paul is married, he has three young children and his main hobbies are music, football and public speaking.
This presentation, called 'Shape Your Destiny', is an energetic and fun session with practical examples that you should be able to use for your own personal development and also to support the development of others.
Jo Causon took up her appointment as chief executive of the Institute of Customer Service at the end of March this year. Jo joined the Institute from the Chartered Management Institute, where she had been director of marketing and corporate affairs since July 2005. She previously held director roles in brand and business consulting and prior to that was both head of group marketing and strategic executive to the director-general at City & Guilds. Jo also has over eleven years experience in the financial services sector.
Jo has indicated that under her leadership the Institute will work in partnership with its members and other stakeholders in realising the increased return on investment that excellent customer service can deliver and the role it can play as a motivator for those working within an organisation, enabling those organisations to keep their talent as well as their customers.
It is also her belief that by working to develop customer service excellence organisations will not only survive the current challenging economic conditions but will also prosper and help to lift the UK out of recession earlier than would otherwise have been the case.
About the Institute of Customer Service
The Institute of Customer Service was founded in 1996 and incorporated a year later.
It is the independent professional body for customer service, a not-for-profit membership organisation, with over 350 organisational members from the private, public and third sectors and some 7,000 individual members.
The ICS aims to lead customer service performance and professionalism acting as the authoritative voice of customer service. We do this through supporting organisations by providing advice, research, professional networks, products and services, awards, continual professional development and conferences.www.instituteofcustomerservice.com
Royston Guest is an internationally renowned business Strategist and speaker, specialising in growing businesses and unlocking people potential.
Driving sustainable business growth fast and unlocking the real potential of individuals, are Royston’s two professional missions in life. His fresh, passionate, results driven style challenges the status quo of both companies and individuals alike. He leaves them inspired, motivated, and energised with ‘real world’ ideas, strategies, and methods to achieve their goals – offering genuine competitive edge, critical in today’s environment. As well as being an accomplished advisor, consultant and executive coach, he is also an acclaimed conference speaker and regular writer. Invited to over 76 events last year, he inspired some 21,000 people with his ‘fun with a serious intent’ approach sharing real life stories and practical, down-to-earth tips and techniques for increased success. As well as writing a fortnightly ezine, read by people in 37 countries, he is the author of:
He established Pti Worldwide 6 years ago and works with his team to maximise the financial and personal growth that both businesses – their leaders and managers – and individuals can achieve. This unrivalled approach, developed whilst working with over 1200 companies including 16% from the FTSE 100, gives his clients a unique edge. Royston has made the most of his 20 year career to date gaining both a breadth but also importantly a depth of ‘hands on’ business experience. He started out in the construction industry working for HBG (Higgs & Hill) and was soon head hunted by Balfour Beatty. Balfour recognised his broader business acumen when they appointed him as a trouble-shooter on multi-million pound construction projects at the tender age of 24 – working in both the UK and the USA. On his return to the UK Royston joined Jarvis working in business development on major PFI projects. His first taste of the complex challenges faced in mergers and acquisitions came at Jarvis, working on the integration of some of the rail companies following privatisation. His fascination with the broader challenges faced by businesses led to his move across to sales and business development at Hoogovens, now part of the Corus group. Royston was part of a team
specialising in the successful integration of acquisitions into the main group. Ultimately, this fascination led him to set up Pti Worldwide – his primary vehicle to deliver his mission of driving sustainable business growth fast… and unlocking the real potential of individuals.
Geoff has more than 30 years experience in customer facing environments. His background is in food retailing where he managed a variety of stores and than moved on to hold field managerial roles with increasing responsibility for staff and stores Geoff subsequently moved into a central support role successfully setting up and facilitating a communications centre for the organisation. His role expanded to include the recruitment, development and succession planning of managers for the group. Following achievements such as reduced turnover; improved calibre and competence of key staff; and greater stability and productivity of the management teams, Geoff was promoted to work in Human Resources in the corporate headquarters, with a brief to develop, produce and deliver a customer service training strategy and programme for the organisation.
The final training programme included trainer guides, team member packs and a video that won a prestigious industry award in 2004. The package that Geoff developed is still currently in daily use within the organisation.
Geoff left corporate life in January 2004 to set up his own business Arizion, delivering executive coaching, training and development with a focus on customer service. He has subsequently delivered training interventions to a diverse range of private and public sector organisations including a Blue Chip energy provider; a FTSE 100 pharma company; and a private medical healthcare group. Geoff works with all levels of staff in the businesses from team members to senior directors.
Arizion’s approach is to focus on attitudes and behaviours that will positively impact on individuals’ and teams’ performance. To enable this, Arizion has recently introduced a suite of workshops that are accredited to the Institute of Leadership and Management (ILM), a recognised body in the UK for leadership development.
Geoff is a member of the Institute of Customer Service; a published author of articles on customer service; a qualified executive coach; and a Practitioner of MBTI Step 1 and Step 2. He is also a Master Practitioner in Neuro Linguistic Programming (NLP) and an Assessor for Investors in People (IiP). www.arizion.co.uk
