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Free seminar looks at achieving customer service excellence

Best practice tips on how leading companies provide customer service - and how organisations can transform their customer
service training - will be unveiled at a free executive seminar in London on 21 October.

Jointly hosted by the Institute of Customer Service (ICS) and Balance Learning, the seminar will highlight the need for continuous improvement in customer service delivery.

Aimed at heads and directors of customer service, as well as those with responsibility for customer service training and recruitment, it will enable delegates to benchmark their experiences and share best practice with their peers.

Paul Cooper, the ICS’s Business Development Director, will explain how and why customer service makes the difference between
organisational success and failure. He will also highlight the key issues affecting customer service performance as well as some of the customer service strategies used by the UK’s most successful companies.

Chris Horseman, Managing Director of Balance Learning, will demonstrate his company’s ‘blended learning’ approach to customer service training which surveys the needs of users and combines e-learning modules, live training resources and post-training workplace activities.

"Customer service training always presents a challenge because organisations have to take staff away from the front line in order to provide the training," said Tim Drewitt. "Our approach can cut employee time away from the workplace by up to 67 per cent and save up to 54 per cent of the costs associated with a comparable conventional training course."

The free seminar will be held at the Lanesborough Hotel, Hyde Park Corner, from 9.00am to 12.30pm, followed by a networking lunch.

For more information on the seminar, visit Balance Learning’s website: www.balancelearning.co.uk

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