Chartered Institute of Marketing Keynote Speaker - Sarah Cook

Session presenter

Sarah Cook Chartered Marketer Managing Director, The Stairway Consultancy Ltd.

Sarah Cook has 20 years' consulting experience specialising in service excellence and culture change. Sarah's style is practical and business focused. She draws on the wealth of best practice examples that she has gained in helping UK and international public and private sector organisations improve the service they provide. She is also a business author and her titles include:

• Customer Care Excellence,
• Change Management Excellence,
• How to Improve Your Customer Service,
• Customer Service Measurement,
• The Essential Guide to Employee Engagement

Sarah has an M.A. and an MBA. She is a Fellow of the Chartered Institute of Personnel Development and a Chartered Marketer

Delivering excellent service through people

In today's difficult economic environment, those organisations that succeed are ones which deliver outstanding levels of customer service. Research shows that businesses which create a reputation for service excellence do so not through their products or their systems but through the outstanding customer focus of their people. But how in a recession do you create an environment where employees give outstanding levels of customer service at every touch point?

What you will learn

By the end of this session you will be able to:  Assess your organisation's current level of customer focus • Describe the link between excellent service and employee engagement • Identify the blockers to customer focus in a recession • Apply practical techniques to create a work environment where team members want to give of their best for customers

Who this seminar is for

HR Directors and MDs of companies with over 50 staff

Click on the link below for more details: http://www.cim.co.uk/events/nationalevents/marketingexperience.aspx