2012 ALGIM Customer Service Symposium
Every Interaction Counts!
10 & 11 September 2012 - The Heritage Hotel, Auckland
Will Moore, Director & Lead Trainer for Real Spark Training will lead delegates in an interactive motivational session during the 2012 ALGIM Customer Service Symposium. The Symposium is being held at the Heritage Hotel in Auckland, in association with Auckland Council, September 10 & 11, 2012.
Will is a communication specialist who works with organisations in the commercial and public sectors throughout New Zealand, helping them improve their communication skills and team processes. He holds a multidisciplinary BA covering language and communication and has broad international experience stretching back more than 15 years within organisational cultures as diverse as Ireland, Turkey, China and Argentina.
Will believes the most essential personal quality for effective communication (including customer service) is patience. Research has consistently pointed to a strong link between engaged, motivated customer service professionals and happy, satisfied customers. Any organisation looking to maintain high levels of customer satisfaction should therefore be striving to keep employee motivation high. However, a few moments’ reflection on your own recent customer service experiences as a customer should be enough to persuade you that unmotivated, disengaged customer service is all too common, both in the commercial and government sectors. This workshop will use real world examples, some taken from recent calls to New Zealand councils of all sizes, to compare motivated with unmotivated customer service.
His session, “Motivating Customer Service Professionals”, will look at classic customer service 'moments of truth', such as how customers are greeted and how courteously they are transferred, as well as contrasting the great with the not-so-great in areas such as showing empathy and framing the conversation. In the light of these examples, he will lead a discussion with delegates about why attempts to motivate people are often ineffective and sometimes actually de-motivating. Delegates will then explore the concepts of intrinsic motivation and flow, and discover how encouraging these things is more effective than traditional 'carrot and stick' incentives for boosting employee engagement.
This will be an interactive session with opportunities for discussion and a practical demonstration of how motivation can work in surprising ways. The aims of the workshop are to give delegates some insights into the mechanics of human motivation, help identify any de-motivating factors that might exist in your team environments and suggest strategies that can be implemented to maintain high motivation among Council Customer Service employees, leading to happier staff and more satisfied customers.
Ensure that you and your team do not miss out on this valuable training! Register before August 8th 2012 to obtain your early bird discount! You can register online at www.algim.org.nz/2012cssymposium.
2012 ALGIM Customer Service Awards – Nominations Open
Nominations are open until Friday 24 August 2012 for the 2012 ALGIM Customer Service Awards. For more information about these awards, please visit www.algim.org.nz/algim-awards
For registration enquiries please phone ALGIM on (06) 351 6336 or email events@algim.org.nz