Event Calendar

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1 -16 Event Calendar Date & Time Event Details Location & Cost CSN Academy: Customer Engagement Training Programme 14 th October 9.30am-1.00pm Engaging with Customers As part of the launch of our new customer engagement training programme, we are delivering the first module in October to give you a taste of how this programme can transform the way your people deliver customer service. Available in on-site modules or Live & Online, the first of four modules for customer-facing employees focuses on what customer and people engagement really is, why it s important and the practical tools and techniques to achieve it. Wolverhampton Science Park, 16 th October Strategy Webinar Using The International Standard to Improve Your Business Tuesday 20 th October An independent assessment and certification of customer service can be an incredibly effective way to identify gaps and weaknesses, make improvements and gain external recognition. We ll show you how The International Standard for Service Excellence developed by The International Customer Service Institute can improve your organisation using its robust 5Ps criteria.

2 Measurement Workshop Tuesday 17 th November CSAT v Customer Effort v Net Promoter - There Is No Silver Bullet What is the best way to measure customer service? Even the experts argue about the merits of customer satisfaction, Net Promoter (NPS) and Customer Effort Score (CES) but there is room for them all with the right feedback strategy. This workshop looks at all of these measures in detail and introduces practical ways to make sure your measurement is effective and does what you need it to do. Wolverhampton Science Park, 20 th November People Webinar 3 rd December Making a Compelling Difference Following on from our Brilliant Basics webinar in early, we turn it up a notch with this webinar that looks at how an organisation can reach the next level of customer service, by delivering something that really makes customers say Wow

3 Service Improvement Webinar 14 th January Customer Journey Mapping An introduction into the wonderful world of customer journey mapping. This essential tool is one of the most effective ways to fully understand the journey your customer makes when they deal with you, and to find their pain points and ways to really enhance the experience. 22 nd January Communication Workshop 11 th February Engaging Employee & Customer Communication How do you make sure you get the best out of your people, and deliver a truly great customer experience? Three things communication, communication and communication. In this workshop we ll look at how getting the messages across really makes a difference.

4 Complaints Webinar 16 th March Best Practice Complaint Handling In the UK, organisations have got much better at making it easier for customers to complain. Customers have also got much better at complaining but worryingly, organisations haven t got that much better at dealing with complaints. A recipe for disaster? This webinar will kick start your journey to best practice complaint handling. 20 th April 9.30am-1.00pm CSN Academy: Customer Engagement Leadership Programme Engaging with Your People An introduction to the new CSN Customer Engagement Training Programme sees the first of four leadership modules aimed at department heads, managers and team leaders, and focussing on the things they need to do to have fully engaged people delivering service excellence to engaged customers. The full range of core, leadership and master classes are available in on-site modules or Live & Online. Please find full details on our website. 19 th May Measurement Webinar The Voice Of The Customer Think this is all about surveys? Think again. The voice of the customer can be heard in many different ways across a number of channels. This webinar will introduce a basket of VOC measures including solicited and unsolicited feedback plus controlled and uncontrolled samples. Put them together and you really know what your customer is thinking and saying about you.

5 Customer Service Strategy Conference The Business Case for Customer Engagement 16 th June Our annual conference focuses on the increasingly crucial business case for engaging with your customers. It s not just about understanding the return on investment (although that is important) but all of the other tangible and not so tangible benefits that make a huge difference to your people, your customers and to your bottom line. We ll ask the leading organisations to share their story so look out for exciting speaker announcements in the next few months. Etc. Venues, Victoria, London 195+VAT per Summer 9.30am pm Round Table Discussion [Subject to be announced shortly] CSN s annual discussion event focusses on a hot customer service topic and invites you to sit around the table and come up with the answers together while we prepare a white paper of the insights and findings. Previous topics have included social media and benchmarking and we re currently looking for the next topic to feature in what has become a popular and very different way to tackle customer service improvement. Look out for updates on this exciting event s hot customer service subject in the New Year. Venue TBC 95+Vat per *CSN customers with an events package have 1 free included in their package, and all additional s will receive a 10% discount. To reserve your at any of the above events please book online via csn@customernet.com or call us on