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UID:518@m25lib.org.uk
DTSTART;TZID=Europe/London:20131107T093000
DTEND;TZID=Europe/London:20131107T163000
DTSTAMP:20170315T115658Z
URL:https://www.m25lib.org.uk/events/this-is-a-test-event/
SUMMARY:Professionalism and Engagement in Customer Service: An M25 Customer
  Service Group Conference
DESCRIPTION:PLEASE NOTE THAT THIS EVENT IS NOW FULLY BOOKED AND HAS A LEN
 GTHY WAITING LIST TOO.\n\nThe M25 Customer Service Group Conference will f
 ocus on the professionalisation of customer service within the Library sec
 tor and how staff and customer engagement will help us to provide an impro
 ved service.\n\nThe morning will concentrate on staff engagement with a ke
 ynote speech from Andrew McMillan. Andrew is a consultant specialising on 
 this topic and he gained his authority on the subject through many years w
 orking for John Lewis\, culminating in responsibility for the customer exp
 erience across the UK stores. Customer Services Team Leaders from King’s
  College London will discuss the practical application of some of Andrew
 ’s themes. We will also have speakers from the Institute of Customer Ser
 vice and training provider Accelerator Solutions.\n\nThe focus will shift 
 in the afternoon to how libraries engage with customers to improve custome
 r service and it will feature a speed presentation session on feedback and
  a chance for networking and ideas sharing amongst delegates. The conferen
 ce will be closed by Helen Loughran from Leeds Metropolitan University spe
 aking about the impact of genuine customer engagement on their service and
  their NSS scores.\n\nAgenda: \n\n9.30am-9.50am – Registration and refre
 shments\n\n9.50am-10am – Welcome from John Tuck\, M25 Chair and Erin Cas
 eley\, M25 Customer Services Group Chair and M25 Steering Group member\n\n
 The morning session will focus on staff engagement\n\n10am-11am – Keynot
 e speech from Andrew McMillan\, Principal Consultant at Engaging Solutions
 \n\n11am-11.30am – Putting staff engagement ideas into practice from Luc
 y Royle\, Vanessa Farrier and Ruth Murphy\, King’s College London\n\n11.
 30am-12pm – Refreshments\n\n12pm-1pm – Presentation from Sue Downie of
  the Institute of Customer Service and Heidi Daniell of Accelerator Soluti
 ons\n\n1pm-2pm – Lunch\n\nThe afternoon session will focus on Customer e
 ngagement\n\n2pm-3pm – Speed presentations on innovative feedback method
 s\n\n3pm-3.45pm – Sharing experience – gathering and acting upon feedb
 ack (including refreshments)\n\n3.45pm-4.15pm – "Ear to the ground: the 
 value and impact of listening to our customers"\, Helen Loughran\, Librari
 es and Learning Innovation\, Leeds Metropolitan University\n\n4.15pm – 4
 .30pm – Summary and Close.\n\nDirections: \n\nwww.kcl.ac.uk/campuslife/c
 ampuses/directions/strand.aspx\n\nThis full day event will be held at the 
 Great Hall at King’s College London on 7th November 2013 and will cost 
 £45 per M25 delegate (cost for delegates outside the M25\, £65).\n\nFor 
 the full conference programme and to book\, please contact Angie Mulhollan
 d\, angela.mulholland@kcl.ac.uk\n\n&nbsp\;
CATEGORIES:M25 Events
LOCATION:\, \, 
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