Venue: Tower 42, Old Broad Street, London EC2N 1HQ. Tel 020 7877 7708
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. (Come prepared)
Welcome to Tower 42 – Peter Merrett, General Manager
The Tower 42 story is riveting. From concierge to office services and everything in-between, they provide outstanding customer service to their tenants. Theirs is a story of not just great service but of creativity and innovation as well as an example of how great service can justify premium prices and customer retention.
Introducing ERIC – Jamie Lywood, Harding & Yorke
ERIC stands for Empathy Rating Index Company and is the methodology designed and adopted by Jamie’s company for measuring “how it feels to be a customer” and “how it feels to be processed when interfacing with an organization”
Mind the gap – Don Hales and David Physick
Don has been working with Glowinkowski International to define how a Customer Service Leader needs to behave to lead their organisation to deliver service excellence. In this session, assisted by David Physick, of Glowinkowski International, Don will explain how you can be measured against this framework.
The WOW! Awards - Derek Williams
Exploring the impact and importance of ‘mind-set’ – Glenn Bracey,
Future Vision Training (thoughts, beliefs, feelings and emotions) and how that shapes the quality of communication and the customer experience.
| Attachment | Size |
|---|---|
| Harding & Yorke | 1000.73 KB |
| Future Vision | 257.33 KB |
