Great CUSTOMER Service
Does your service suit the customer or is it the other way around? Do you provide an experience whereby your customers feel listened to by staff that behave with customers as you would want?
This session is chaired by the Chief Executive of the Institute of Customer Service, and features the Heads of L&D at the Natural History Museum, Select Service Partner UK and Simmons & Simmons.
The Institute of Customer Service is the independent professional body for customer service, with over 350 organisational members and some 7,000 individual members.
In 2009 Jo joined as Chief Executive from the Chartered Management Institute. She believes that despite, or perhaps because of the recession, there is a real renaissance in customer service, placing it at the top of the business agenda.
Serena Palmer is Training and Development Manager at The Natural History Museum.
In her talk, Turning Operational Efficiency into Service Excellence, Serena explains how the Visitor Services department has been actively improving service delivery in the face of increasing visitor numbers, changing their focus and becoming more proactive.
Oliver Simons is Learning & Development Manager at Select Service Partner UK.
For this large retail caterer (with brands operated including Upper Crust, Caffe Ritazza, Pumpkin, Millie’s Cookies, Whistlestop, and franchised brands such as Burger King, M&S Simply Food, and Starbucks) to maintain its market leading role, Customer Service needed to change with a greater emphasis on coaching around attitudes and behaviours.This talk is supported by Anne Nash, Divisional Managing Director, Training for Advancement
Dr Nigel Spencer is Head of Learning & Development at Simmons & Simmons, an international law firm.
In his talk Innovation through L&D: an MBA in Legal Services for future trainee lawyers, Dr. Spencer explains how they transformed the depth of commercial skills of junior lawyers, creating fully-rounded business advisers, more able to understand and service clients’ business needs from Day 1 in the firm.
