Thursday 13 March 2008: Theatre Royal, Newcastle
100 Grey Street, Newcastle, NE1 6BR (directions)
9.00am - 1.30pm (lunch included)
- Defining customer care goals
- Preparing an action plan
- Working across the organisation to develop a customer care policy
- Measuring success, and return on customer service investment
Speaker: Carol Jones, Head of Marketing and Sales, Chapter, Cardiff
Measuring Smiles is a Cardiff-wide initiative funded by the ACW aimed at benchmarking customer experience management and formalising processes by which customers are cared for.
The half-day session will be a mixture of PowerPoint presentation and interactive workshops.
Cost: free to ANE members, £50 non-members