Tuesday 9 December 2008

Venue: The Dominion Theatre, Tottenham Court Road, London W1T 7AQ

Don Hales opened 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.   

Don’t just do it, feel it – Alison Bond
Alison an experienced market researcher and presenter on customer issues discusses how to transform an organisation by aligning how people feel about their roles, service and customers to change the way they behave. She promises to use real examples about how this has been done and the effect it has had on the people and their organisations.

Customer Service in difficult economic times – discussion led by Don Hales. 
Do companies cut back on service in these times and, if so, is this right?

Membership Bodies – What can they offer customer service trainers?
Angie Court, President of the Society of Consumer Affairs in Europe (SOCAPiE) will explain the benefits of her organization to members and ICS have also been invited to participate.

Case Study – Abel & Cole
Category winners in the National Customer Service Awards for three consecutive years. This year, they went one better and won the overall Customer Service Team of the Year as well as their own category. Hannah Vingoe describes how this team manages to deliver exceptional customer service on such a consistent level despite huge growth and change.

Raising the Bar! - Royston Guest, Pti
Royston Guest our guest speaker, CEO of Pti Worldwide will be sharing with us his 3 key strategies to raise the bar and really differentiate your customer experience from your competition and 3 secrets into why most training does not work and most importantly...what to do about it!