Successful Customer Service
From the customer’s perspective, what makes for great service and why is this so important for success overall?
This plenary features the Chief Executive of the Institute for Customer Service, and the Manager of Strategic Training at EDF Energy.
Speaking at this plenary…
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.
Sharon Davies is Manager of Strategic Training, Energy Sourcing & Customer Supply, EDF Energy.
One of the UK’s largest energy companies, following a merger Customer Services need a transformation, and Unleash the Beast was born. It is a multi-phased change management programme devised to inspire people to provide a long-term customer experience, by encouraging them to devise their own solutions.
