Is Your Business Customer Service Excellent?
How do you meet the challenges
What are the challenges for business in terms of providing excellent customer service? How do you meet those challenges and inspire staff to deliver a service which puts the customer at the heart of everything that you do?
Using insight from an Assessor’s perspective of working with large, medium, and small organisations, you will explore what works and what doesn’t work in terms of customer service. Drawing on the experience of Leeds Beckett University, you will explore how seeking external accreditation under the Customer Service Excellence award can help drive organisational development and improvement. From strategic plan to department action plan, external accreditation seeks to challenge whether you really understand who your customers are, endorse sector leading practice, and encourage the very best customer experience an organisation can offer.
Come along to this session and consider how you can successfully apply such a standard in your own organisation to improve customer experiences.
Presenters: Victoria Sanderson (Head of Strategic Planning Support, Leeds Beckett University) and Mick Lynch (Lead Assessor, Centre for Assessment Ltd.)
Victoria Sanderson has over 20 years’ experience in professional service leadership in higher education both within universities and on a national level with the Higher Education Academy.
Mick Lynch has worked in organisational development and assessment across the world from the UK and Europe to South Africa, Thailand and New Zealand to name but a few. He has numerous years’ experience as a Customer Service Excellence Lead Assessor, Trainer and Consultant and has worked with private and public sector organisations.
09:00 - 10:00
2 Infirmary St, Leeds LS1 2JP