Venue: Dickens World, Leviathan Way, Chatham Maritime, Kent ME4 4LL
08.45 Tea, coffee and Registration
09.30 Welcome and opening remarks
Don Hales opens the meeting and provides feedback from the last meeting
09.45 Introductions and Icebreakers
This is the opportunity for new delegates to get to know every one and contribute their favourite icebreaker. (come prepared)
10.15 ‘Live it!’ – One organisations journey to service excellence – Sally Earnshaw (Blue Sky Performance Improvement) and Tamara Grigulis (Viridian Housing)
In a sector that is particularly closely monitored from both a financial and regulatory perspective, delivering service excellence can be a challenge. This was a challenge that Viridian Housing wanted to tackle head on and become known for truly embracing service and creating a culture where service excellence is just the way we do things around here.
Embarking on a cultural transformation journey is tough, but this session serves to demonstrate how advocacy can be created when everyone in an organization is touched in a way that inspires them to be part of that journey and connect with customers on both an emotional and personal level.
11.00 Tea & coffee
11.15 Up the revolution – bringing people with you on customer culture change – Caroline Tan, Managing Director, Inspiring People
The recent economic downturn has meant that many organisations have fallen on Hard Times!
The powers that be at last realise that the focus must be on the customer and so begins the cultural revolution.
Join Caroline, who will explore the pitfalls and possibilities of training within culture change programmes – with a cast of characters including Scrooge the Financial Director and Miss Havisham who has been with the company since time began!
12.00 Be my Guest! - Drew Stevens-King, Culture & Development Manager, Butlins Skyline
Butlins have transformed the client experience at their leisure sites and Drew as a Culture & Development Manager has been at the for front of this revolutions. Drew and his team won the 2009 training team of the year at the National Customer Service Awards. Today he will provide a case study of their achievements.
13.00 Lunch to include a small tour of Dickens World and the chance to speak to a "Real Victorian"
14.00 Mind the Gap: Achieving delivering customer service across the generations - Dean van Leeuwen, Co-founder of TomorrowToday
Mind the Gap is a humour-filled exploration of the different generational value systems. Understand why younger and older customers have such different expectations and approaches to life, and why service means different things to people from different generations. We'll show you how by tapping into people's value systems you can improve customer relationships and build stronger connections with your customers. Apply the insights immediately and change your company forever. 1. Understand WHY younger and older generations think and act differently. 2. Know HOW to connect more appropriately to the underlying values that drive attitudes and behaviour of different generations. 3. Understand what drives loyalty and buying behaviours for different generations 4. Have numerous practical ideas of WHAT to do to improve inter-generational connections, specifically relating to people strategy, sales and marketing. 5. Have the ability and resources to take generational understanding back to the office and empower staff and leaders to understand and apply these insights.
14.45 Tea & coffee
15.00 My Fires Gone Out! – Liam O’Connell, Business & culture change consultant, Professional Speaker & Author
How to cope with change in your work and your life!
My fires gone out is a simple, funny and yet profound story about coping with change.
The fire is a metaphor for what is really important to you in your life or your work. In these challenging times that we live in, we are faced with cuts, redundancies, reorganisations and the financial pressure of recession. My fires gone out can help you cope with the many challenges and complex choices that we have to make.
Liam will explain his “thoughts from the flames” Change happens...its how we react to it that’s important!
15.45 Close
The fee for non-members is £80 and £60 for members. A single annual membership is £50 p.a. To reserve your place please go to book your space or email Anne-Marie Lose.
Hotel: Should you need to book a hotel for any event then please email Amy Theakston at Crème Conferences. She is an expert on finding you a hotel near to the venue and at a very reasonable price.
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15.00 My Fires Gone Out! – Liam O’Connell, Business & culture change consultant, Professional Speaker & Author
How to cope with change in your work and your life!
My fires gone out is a simple, funny and yet profound story about coping with change. The fire is a metaphor for what is really important to you in your life or your work. In these challenging times that we live in, we are faced with cuts, redundancies, reorganisations and
the financial pressure of recession. My fires gone out can help you cope with the many challenges and complex choices that we have to make.
Liam will explain his “thoughts from the flames” Change happens...its how we react to it that’s important!
