The HSMAI Day + HSMAI two-day London workshop
The Chesterfield Mayfair
London, United Kingdom
he HSMAI Day + two-day London workshop Friday 14 Septemberthrough to Sunday 16 September – at the Chesterfield Mayfair Hotel, London
Preparations are underway for The HSMAI Day at the wonderful Chesterfield Mayfair Hotel in London. A full-day conference intended to provide you and your team an overview of current industry developments, focusing on subjects HSMAI considers important to put on the industry's agenda. This year's topic is Winning for customers and company culture through HSMAI Region Europe's programme, The Service Pledge. Tomorrow's winners are companies that invest in their company culture and bringing the customer experience to the boardrooms.
The Service Pledge is a programme and a methodology aimed at assisting you in your efforts to achieve this.
Most companies have a vision, often accompanied by a set of values. Having a Service Pledge should be just as important – and that is what The Service Pledge programme sets out to formulate.
After three London days, including an open gathering (The HSMAI Day) and a two-day workshop you will be able to return home with a proposal for a Service Pledge for your company, including an action and implementation plan, in order to prepare and implement the programme in cooperation with a certified executive coach, managers and employees – once you're back home (contact us for a special price regarding this).
Certified HSMAI Executive Coaches from Norway, Sweden, UK, Germany and The Netherlands will facilitate the London workshops.
The Service Pledge is built on four pillarsTo fully introduce and implement The Service Pledge, our main focus will be on how the four pillars' measures can be integrated internally, in order to make a significant difference as to how the customer experience is seen from the outside, and in order to improve the company's Service Pledge credibility. The entire Winning for Customers – The Service Pledge programme is split into four modules and five half-day workshops. If you attend the London introduction your company will be able to complete the programme during the course of four successive and company-internal workshops. London attendants will qualify for appointment as their respective companies' Change Agents, taking an active part in the company's internal process, as the extended representative of HSMAI's certified adviser.
Module 1: Customer experience and "custom voyage"
Introduction to The Service Pledge and the importance of the customer experience as strategic measure. The customer's experience of customer service. How important stages on the "custom voyage" are identified (before, during and after). Do we deliver on our promises? What is a Service Pledge and how was it developed? Stakeholders – regarding a Service Pledge – who to involve and how? How do we ensure quality and change over time? A gamification activity.
Module 2: Company culture
Obtain commitment, overcome barriers. As a help in implementing a successful Service Pledge we have five success criteria: 1. The customer experience: "Promise 99%, deliver 100!". How to achieve this when personal service is what differentiates us? 2. Company culture. What is a winning culture and how do we develop and nurture it?
Module 3: Developing a Service Pledge
3. Communication. Effective ways to ensure delivery of service and commitment excellence. Brainstorming action plans and communication activities. 4. Service Recovery – processes for disgruntled customer management prior to social media reviews. How to convert unhappy customers to happy ambassadors.
Module 4: Measurements and feedback loops
5. Measurements and quality control. Do we meet and exceed the customer's expectations? Acquire feedback, rehearse communication and deliver. Documentation and improvements. How do we know that feedback improves quality of service?
Programme The HSMAI Day + two-day London workshop Chesterfield Mayfair Hotel, London Arrival. Company-internal visits. We test customer experiences in London. Intersessions. (HSMAI will hold the Curate on Thursday 13 September, at the wonderful five-star hotel Claridge's, and attendants partaking here will arrive on Wednesday)
The HSMAI Day + HSMAI two-day London workshop is organized by HSMAI Europe.
CEO & President, HSMAI Europe