Customer Service TV visits Customer Service Training Network event
We went along to the latest Customer Service Training Network event on 10 November, hosted by British Council, to bring you exclusive interviews with speakers and delegates plus founder Don Hales tells us what's in store at the next meeting in December.
Speaker interviews
Eva Choong, British Council, spoke on 'Developing a global service team' and shared some examples from her own experience with British Council offices across the world.
Giles Slinger, Transparent Consulting Ltd, presented 'Experiments in Engagement - Connecting employee engagement to customer impact'.
Mark Bradley of The Fan Experience Company in a talk entitled 'No mirror in the toilets?' shared how exposing the experiences of new supporters has acted as a catalyst for change in football.
Sally Earnshaw, Blue Sky Performance Improvement presented 'Ever tried to make a cake with just an egg?' alongside Andy Brodie of Barclays Wealth, a Blue Sky client. The Barclays Wealth story demonstrated the importance of tackling process and intention as well as training for companies wanting to achieve customer centricity.
Dean van Leeuwen, Co-founder of TomorrowToday explored generational differences in his humor-filled talk 'Mind the Gap'.
Carol Pillinger, Vocational Consultancy is the Quality Assessor for the new Customer Service Trainer Accreditation programme launched by CSTN at this meeting.
Delegate interviews
Nina Maan-Ahearne, Family Mosaic
Kwame Akpokavi, Training Consultant
Avis Rhodes, Family Mosaic
Teresa O'Reilly, Family Mosaic
Don Hales, founder of Customer Service Training Network
Don shares his thoughts on another successful event and lets us in on what we can look forward to at the next CSTN meeting on 7th December 2011.