Wednesday 8th July 2009

Welcome and opening remarks

Don Hales opens the meeting and provides feedback from the last meeting.

Introductions and Icebreakers

This is the opportunity for new delegates to get to know every one and contribute their favourite icebreaker. 

“Training Generation X”, Natalie Calvert, Calcom Group

Generation X are tough, demanding and learn in a new and different way. So to really transform customer service and sales teams to deliver great customer experiences, generate sales and build long term loyalty in a rapidly changing world is becoming more challenging, demanding more creativity and something extra, that something special. Natalie will share with you THE secret. During this dynamic session you will:

• Explore the advisor of the future attributes. 
• Gain insight on how to bring together generations X&Y & beyond. 
• Discover THE secret.

So whether you’re a flip flops or brogues type this session is for you.

Download presentation Natalie Calvert

“Bloom in the Gloom”, Greg Lowe   More than any other, “Inspiration” is the most important word in marketing today .The reason is clear…more than anything people want to be inspired.  The definition of inspiration means: To be emotionally uplifted.  Revolutionise your customer service through Inspiration.  This 45 minute presentation will be participative, leading edge, fun and inspirational.

“Shaking Hands with Your Customers”- Pauline Crawford Change Agent, Leadership Mentor,  & Conference Speaker A new approach to the different buying styles of men and women

In a world of economic uncertainty, understanding the customer becomes a critical differential to sustained business success.  Pauline presents a new opportunity for your customer service approach where a shift in perspective about men and women reaps huge rewards.  She sets out a new map for Gender Dynamics which shows how ‘buying styles’ styles and relationships influence the choices men and women make. This session will explore;  

• The masculine and feminine nature of your customer. 
• Creating additional sales leverage potential
• A different gender dynamic language for success!

Managing through the bottleneck - to great customer service! - Stephen Whitton, SSW Performance Solutions, Consultant, Writer & Speaker

Most organisations find it easy to measure the financial and performance metrics or KPIs. So, in times of difficulty the focus turns to the areas that affect performance – behaviours and standards. Stephen, founder of SSW Performance Solutions, will demonstrate how the behavioural factors that affect customer service can now be measured and managers re-engaged in coaching and developing their teams.

The Customer Service Podium – Believing and Achieving - Henry Hopkins – Director, Accelerator Solutions Limited

Using personal experiences in motorsport and business, Henry will help explore the role of training in helping individuals and teams to achieve great things.  How far should you stretch their thinking?  How do you create a culture of self-belief and the art of the possible?  What are the key principles in helping your people stay focused and ultimately reach the top step?    

Download Presentation   Henry Hopkins