San Francisco, California
London, United Kingdom
As customers, all of us know that way too many organisations make claims about their 'commitment to service' while failing to deliver on their promises.
We've discovered there are a number of reasons why this happens, which has enabled us to uncover what organisations can do to stand-out based on a reputation for delivering great customer experiences.
We're delighted to share these insights in an afternoon seminar featuring inspirational and motivational UK speaker Derek Williams, and international speaker and author, Steve Simpson.
Derek and Steve are long-time friends, and we're lucky to be able to capitalise on Derek's business trip to Australia.
The session, from 1.30pm to 4.30pm will be in two halves, where Steve will cover:
- The crucial first step in getting service right - identifiying the strategic positioning of customer service
- How to generate loyalty - and why the much acclaimed 'Net Promoter Score' might NOT be the best measure to monitor loyalty
- Getting the culture right - how 'UGRs' often work against service principles and what you can do about it.
Derek will then step up to the plate and share how to create an environment where people are keen to give of their discretionary effort to deliver great service. Derek's previous business, Stephens & Co, won five national awards for customer service including Commerce Magazine Excellence in Customer Service (the only business to ever win this award twice) and The Federation of Small Businesses Customer Care Award. Derek will be sharing his experiences and thinking after 15 years of running The WOW! Awards with organisations as diverse as Jones Lang LaSalle, British Gas, Edinburgh City Council, Cadbury and many other blue chip companies.
The seminar will run in Brisbane and Sydney.
When & Where
Creator of the UGRs concept