Transform your customer service from the mundane to the magnificent!
Description
Don't miss this rare opportunity to be entertained and informed by one of the UK's experts on customer service.
The return on investment potential of building service capability is huge. Research from the Institute of Customer Service (ICS) shows that a 'very satisfied' customer is six times more likely to buy from you than one who is only 'satisfied'.
ICS Chairman, Ted Johns, will present details of this research, looking in particular at what customers want. He will also share insights into what makes the 'elite eight percent' of companies who achieve world class service excellence stand out from the crowd. Crucially, sometimes they have done this by taking a route that is directly at odds with common thinking on achieving high service standards.
In particular, tools like the 'Service Trio' approach and the comprehensive ICS model for world-class customer service that Ted will present will make a practical contribution to your ability to create a culture capable of service excellence.
Speaker:
Ted Johns became Chairman of the ICS in 2002, having been a founder ICS Board member since 1997. Ted is a powerful, authoritative, entertaining and stimulating speaker, frequently invited to provide keynote contributions to conferences and in-company events.
Schedule and location:
Registration, buffet and networking is from 17:30, the event starts at 18:30 and is expected to finish at 20:30.
If coming by car you should park in the car park of the adjacent Perkins VFR Building, Vicarage Farm Road, Peterborough PE1 5TP (see the map link above). After parking, cross Vicarage Farm Road using the zebra crossing and the Innovation Centre is next to Perkins Gate Six.
Price information
| Member: | £15.00 |
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| Studying Member: | £10.00 |
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| Student: | £10.00 |
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| Guest: | £20.00 |
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Please email the events team with any special requirements. |
Alternative Pay Details: Please book online for this event. If you cannot do so then please call The Chartered Institute of Marketing on +44(0)1628 427340. |
Contact details