Venue: Radisson Edwardian Hotel, Bath Road, Heathrow UB3 5AW
Don Hales opened the meeting and provides feedback from the last meeting.
Introductions and Icebreakers
This was an opportunity for new delegates to get to know every one and contribute their favorite icebreaker. Everyone came prepared and shared some great icebreakers.
How to stop doing dumb things to customers and staff – Peter Massey of Budd
This was a great session from one of the UK’s top presenters and consultants in customer strategy today, Peter Massey of Budd (part of the global LimeBridge group) talks common sense in an arena where sense is not always that common
The Innovation Challenge Awards – Terry Houlihan
CSTA member Terry Houlihan who has been involved in customer training and education on an international basis for many years introduced his unique programme that helps companies develop top teams and team leaders. There may be elements that could apply to your organization.
Improve your business and customer relationships by watching flying balls!
Another founder CSTA Member, Geoff Langston, provides an interactive session passing on his great experience in customer service training.
Case Study – How the Flying Ambulance improved service
A case study into CEGA – the company that operates a world-wide flying ambulance service, improved customer satisfaction ratings and made efficiency savings through training. The programme included emotional awareness and keen CSTA member Martin Howe shared his secrets.
