Customer Service Week comes to Jersey

14/09/2015

Two international speakers, one awards ceremony and a variety of Jersey traders chatting to shoppers on a sofa in Broad Street are just some of the events that will take place between 5th and 9th October in Customer Service Week.

As people change the way they make their purchasing decisions every business, from retailers to financial services, technology to hospitality need to respond positively in order to give their customers the products and services they want, when they want them.

Two practical hands-on sessions on Monday 5th and Tuesday 6th October will provide tools and techniques to support front line sales people. Selling with Confidence and Resilient Sales and Service will give participants the critical ingredients for marking a sale that will give customers what they want and need.

Later on Tuesday 6th October a panel of leading service providers will examine the 10 ways technology is changing customer service. Discussing how customers are engaging with technology to research products and services well before they get anywhere near a sales person or marketing campaign, Waitrose, RBS International, Sure and Jersey Post will explain how their organisations are responding to this challenge.

Martina Olbertova has 10 years of experience working with blue chip companies such as Vodafone, IBM, KBC, Heineken, Visa, Carlsberg, Philip Morris and Pernod Ricard. Martina will speak at a breakfast seminar on Wednesday 7th October explaining how brands must respond to consumers who have more and more information about products and services and whose purchasing decisions are now as much about how brands make them feel as the product or service itself.

The afternoon of Wednesday 7th October will see the announcement of the winners of the Travel Solutions Customer Service Awards. Voted for by the public, the Awards will be presented to ten individuals and four corporate teams who have gone the extra mile in delivering top quality customer service.

It was over 100 years after the last retail bank entered the UK market when Metro Bank opened its doors to the public in 2010 with the simple USP: focus on the customer and deliver unparalleled levels of service and convenience. In his exclusive presentation on Friday 9th October, Managing Director of Regional Banking, Chris Brindley, will tells us about leading a customer centric-organisation, drawing on experience at Metro Bank where his responsibility is to ‘deliver an amazing experience attracting fans, not customers’.

Finally, there will be a chance to get face-to-face with the retailers that manage Jersey’s shopping experience when local traders will be ready to chat as they sit on in Broad Street, St Helier throughout the day on Friday 9th October.

Graeme Smith, CEO Jersey Business, said ‘We are delighted to be working with our partners to bring such high caliber of speaker to the island for Customer Service Week. This is a topic which touches every business as we examine how to respond positively to our increasing empowered clients and customers.’

Daphne East, Town Centre Manager, St Helier, said ‘Delivering excellent customer service is essential in giving islanders and our visitors a first class experience in Jersey. We are working with Jersey Business to support our retailers and the mystery shopping results show that Jersey can and does provide a top class customer experience.’

This series of Customer Service events have been developed and brought to Jersey by Jersey Business, the Parish of St Helier, The Busy Queen Bee and The Travel Solutions Customer Service Awards. The events would not be possible without the support of The Royal Yacht and The Grand.

 

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