Professionalism & Engagement in Customer Service: M25 Customer Services Group Conference 2013

CSG Conference 2013 Pic 1 - Copy (2)

The first M25 Customer Services Group Conference was a resounding success and was attended by over 100 delegates. Andrew McMillan delivered a rousing keynote, using examples from the commercial sector to demonstrate best practice.
The afternoon speakers shared their experiences and many delegates commented that they were going
away with new ideas and a renewed motivation for customer services.

Some quotes from the delegates:

“Some really inspiring presentations and an excellent way of sharing ideas. Thoroughly enjoyed the whole day!”

“What a great opportunity to hear excellent ideas from other institutions and of course, a fantastic chance to do some networking within the sector.”

As a Group, we are very pleased on how the day went and we are beginning to make plans for the next
conference.

Talks schedule & presentation downloads

Presentations that are available for download appear as links in the below schedule:

09.30 – 09.50       Registration and refreshments

09.50 – 10.00       Welcome from John Tuck, M25 Chair and Erin Caseley, M25 Customer Services Group Chair and M25 Steering Group member

Morning session: “Staff engagement”

10.00 – 11.00       Keynote speech from Andrew McMillan, Principal Consultant at Engaging Solutions

11.00 – 11.30       Putting staff engagement ideas into practice from Lucy Royle, Vanessa Farrier and Ruth Murphy, King’s College London

11.30 – 12.00       Refreshments

12.00 –   1.00       Presentation from Sue Downie of the Institute of Customer Service and Heidi Daniell of Accelerator Solutions

  1.00 –   2.00       Lunch

Afternoon session: “Customer engagement”

  2.00 –   3.00       Speed presentations on innovative feedback methods:

"Introducing feedback for staff and the public", Hannah Thomas, British Museum

  3.00 –   3.45       Sharing experience – gathering and acting upon feedback (including refreshments)

  3.45 –   4.15       “Ear to the ground: the value and impact of listening to our customers“, Helen Loughran, Libraries and Learning Innovation, Leeds Metropolitan University

  4.15 –   4.30       Summary and Close