Reinventing Customer Services “Are You Being Heard?”
10th November at Church House, Westminster.
1pm – 5pm
Speaker
Focus – Theme
Time
13.00
–
13.30
Registration and coffee
Chair: Jim Weir
Independent
Consultant: Adult
Social Care
Welcome and Introduction
Jules Collins: Head of
Contact Centres
– Nationwide
Behaviours – the key to excellent customer service
Richard Sealy:
Assistant Director of
Corporate Services –
Taunton Deane
Borough Council
Revealing the truth about customer access
Clare Slater, Deputy
Chief Executive and
Remembering our reason for existing
13.30
–
13.45
Customer Focus – what’s the point?
Behaviours – reinforcing the right behaviours through a
coaching model to ensure we can demonstrate that we 13.45
value our customers
–
Active listening to improve the customer experience, 14.15
increase productivity and reduce costs
The power of understanding why customers contact us.
The importance of understanding our customer demands
and getting to the root case to improve customer
14.15
experience and achieve efficiency savings.
–
14.45
Customer access – the impact of a customer access
strategy, customer and design principles in a major
transformation programme.
The public sector transformation partner
14.45
–
15.15
1
Joe McGill, IT Projects
Manager – Ryedale
District Council
How customer insight can drive a whole organisation
transformation programme.
Ryedale explain why establishing the truth about how we
deal with our customers can unearth huge potential for
change and how this has fed into their T2020
programme. This session will also look at how by truly
understanding customer need and value they have been
able to assess their key IT pitfalls and future
requirements for developing already existing systems in
the most appropriate and sustainable way.
15.15
Carer
15.15
–
15.30
What happens when we don’t listen to our
customers and we don’t understand what matters
A presentation of a carer’s experience representing her
mother who needed a care package after having a
stroke.
This highlights the impact of too many people involved
and nobody listening and understanding what mattered.
The typical professional response: “that’s not my
department that deals with that or sorry I can’t help you
with that.”
15.30
–
15.45
Lesley Kragt,
The essential ingredients for a customer focused
iESE Senior Business culture
Consultant
We all think we are customer focused but are we really?
15.45
Why does customer focus matter so much and how can
–
it be used to improve the way we operate for the benefit
16.15
of our customers and also our staff?
How to assess how customer focused your organisation
is and how understanding this can help to develop a
customer centric culture.
Jim Weir
Closing remarks
Drinks reception until 17.30
16.15
–
16.30