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Customer Service Council B/fast workshop - "Managing the Customer Experience" 12 August 08 


You are invited to join us for a strategic breakfast on.....
Managing the Customer Experience – Lessons from the 2008 European Customer Management World Conference as they apply to WA businesses
Recently a 4 day event known as the 2008 European Customer Experience Management Conference was held in London.
Speakers included Richard Branson, Steven Covey (author of the ‘7 Habits of Highly Effective People’), Ken Blanchard (author of ‘The One Minute Manager’ and ‘Raving Fans’), Fred Reichheld (the world’s foremost loyalty expert), leading UK customer service specialists and case studies from Marks and Spencer, Vodaphone, Mandarin Oriental Hotel Group, John Lewis, the Bromford Group and Leyland Trucks amongst others.
Jurek Leon from Terrific Trading attended the Conference and will be sharing with you some of the key ‘learnings’, anecdotes and examples in a framework that is relevant for businesses and professions in Australia and New Zealand including:
· Dare to be daft - Richard Branson said it and Robert Stephens, founder of the Geek Squad, epitomised it. But then so did Cougar Automation and social housing provider The Bromford Group.
· The Delusion of Service – There’s a huge disparity between how managers think they are doing and how their customers rate them.
· Experience Immersion – An essential tool for larger organisations.
· Recruiting and inspiring customer service heroes – Some great tips.
· Customer surveys: do they still work?
· The ultimate question to determine your success with customers – Some of the world’s best companies are now asking this question and using the result as a key performance indicator for their business.
· Designing value into your customers’ experiences.
· The best service is no service – A radical view that has worked so well for
· The best books to read and websites to visit for more.
Jurek Leon, Terrific Trading
Jurek Leon is a Perth based speaker, trainer, customer service specialist and long time Customer Service Council member. His entertaining, energising seminars and workshops are filled with practical tips, ideas and down-to-earth examples on marketing, motivation, customer focussed selling and service excellence. He recently attended the 4-day 2008 European Customer Experience Management Conference in London.


Reception Centre

Tuesday, 12 August 2008
Breakfast, 7:15am registration for 7.30am start to 9.00am
City West Reception Centre 45 Plaistowe Mews City West Centre West Perth
10% Discount for Table Bookings of 8
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