‘Welcome to the Future - Sex Chocolate and Shopping’ 12 Steps to Customer Loyalty 12 Steps to Complaint Handling 12 Steps to Customer Service Handling The Venus Effect - Customer Service with a Female Focus ‘Customer Care Excellence’ ‘Complaints - The Ultimate Business Opportunity’ ‘If it could happen to M & S’
These are presentations delivered by Ros Gardner
Graduating from Southampton University Ros Gardner joined Marks & Spencer PLC undertaking a variety of appointments divisionally and at Head Office. Her work on the development and delivery of a wide range of corporate training programmes covered all areas of recruitment, management and communication. Ros later went on to become Manager of the Customer Services Department of M & S, which included responsibility for a complaints department handling a quarter of a million customers per year, at a time when the service was still legendary. Ros then spent two years as the Director of Field Services of the National Association of Citizens Advice Bureaux, with responsibility for the overall operation of Citizens Advice Bureaux throughout England, Wales and Northern Ireland. In this role she was instrumental in co-coordinating the disparate cultural and political anomalies of this renowned public service. Simultaneously Ros also began her work in the Cabinet Office as a member of the Citizens Charter Complaints Task Force, helping to identify and implement best practice in customer care within the public sector. Ros now runs her own successful consultancy, specialising in Customer Care Excellence and Complaint Handling. Working with companies such as London Transport, Automobile Association, Citroën, Thames Water, Financial Services Authority (FSA), and Signet, she continues to help businesses exploit the opportunities that customer care provides. As a professional keynote speaker on the subject of Customer Care Excellence, Ros has spoken widely at conferences in Europe. As a writer for a number of professional and business publications, Ros continues to make her message known - ‘Investment in Customer Care Excellence will positively impact the balance sheet of any business’. Ros is President of the Society of Consumer Affairs Professionals and a member of the National Speakers Association (USA). She is also a Founder Director of The Professional Speakers’ Association in the UK, and a member of the National Federation of Consumer Groups. She is also a member of the School Teachers Review Body. All of Ros Gardner’s presentations are laced with real examples and humorous anecdotes that make them relevant, memorable and compelling. Customer Care Excellence The key elements of Customer Care and how they can be applied to your business. Elements included in this presentation are:- · The value of Customers · Customer perception of service · Listening to Customers · Customer Communications · Exploiting the opportunity that complaints provide · Management commitment to Service
Welcome to the Future - Sex Chocolate and Shopping A personal and unique view of the future of customer care. Elements included in this presentation are:- · Relationships · Services enhancements · The ‘shopping’ mentality · Changes in customer lifestyle that will change the way we do business · The impact of technology on service · Consistent core values, with new applications
Complaints - The ultimate business opportunity Using her unique experience of complaint handling, Ros addresses the real value of complaints and how they can positively influence your business. Elements included in this presentation are:- · What do Customers want when they complain · How to use complaints positively · Harnessing complaint information to improve your business · Building on a relationship with the complainant
Presentation Information The potential for improved customer care to positively impact business is not in doubt. However, making it happen requires knowledge, experience and drive. Ros Gardner is a specialist in Customer Care Excellence. Her presentations focus on retaining and maximising the potential of existing customers, while growing a business culture that attracts new customers. Twenty seven years with Marks & Spencer has given her experience in both human resources and business management. Running the Customer Service side of Marks & Spencer she had responsibility for dealing with over a quarter of a million customers a year. For two years Ros was Director of Operations for the National Association of Citizens Advice Bureaux, responsible for the day to day running of the CABs in England, Wales and Northern Ireland. In addition Ros spent two years seconded to the Cabinet Office as a Member of The Citizens Charter Complaints Task Force where she regularly reviewed the customer care of a variety of organisations in the public sector. Humour, straight talking and business sense ensure her presentations are well received. Ros has spoken to senior management and front line personnel in Dubai, Holland, Germany, Crete, Spain, France, UK and Ireland. Any company that has customer care on its corporate agenda will benefit from Ros’s knowledge and experience. As a consultant in Customer Care Excellence Ros continues to broaden her field of operation. This provides a wealth of examples to illustrate the key components of her approach - ‘Investment in Customer Care Excellence will positively impact the balance sheet of any business’. Ros Gardner has recently made presentations to: Toyota, Mazda, Institute of Direct Marketing, IBM, Motorola, Citroen, Price Waterhouse, Yorkshire Electricity, Coates Viyella, Cabinet Office, Forte, SmithKline Beecham, Nat West Bank, Canada Life, Ernst & Young, Goodyear, Mitsubishi, Zurich Life.
Speaker Information The potential for improved customer care to positively impact business is not in doubt. However, making it happen requires knowledge, experience and drive. Ros Gardner is a specialist in Customer Care Excellence. Her work focuses on retaining and maximising the potential of existing customers, while growing a business culture that attracts new customers. Twenty-seven years with Marks & Spencer has given her experience in both human resources and business management. Running the Customer Service side of Marks & Spencer she had responsibility for dealing with over a quarter of a million customers a year. For two years Ros was Director of Operations for the National Association of Citizens Advice Bureaux, responsible for the day to day running of the CABs in England, Wales and Northern Ireland. In addition Ros spent two years seconded to the Cabinet Office as a Member of The Citizens Charter Complaints Task Force where she regularly reviewed the customer care of a variety of organisations in the public sector. Humour, straight talking and practical experience, together with a well-developed business sense ensure her consultancy work is relevant and easily applied. Ros has worked with the British Government and the Romanian Government, and has also worked for a number of clients in the private sector. Any company that has customer care on its corporate agenda will benefit from Ros’s knowledge and experience. As a consultant in Customer Care Excellence Ros continues to broaden her field of operation. This provides a wealth of examples to illustrate the key components of her approach - ‘Investment in Customer Care Excellence will positively impact the balance sheet of any business’. Ros Gardner's areas of expertise include:- · Customer Service Recruitment · Review of Customer Care Policy and Future Development · Customised Training in Customer Care Development · Establishment of Key Performance Indicators in Customer Satisfaction · Review of Complaints Procedures and other customer focused programmes · Call Centre Management and Outsourcing Activities · Independent Adjudication and Review Ros Gardner has recently worked for - London Transport, Thames Water, Cabinet Office, Smith Klein Beecham, Reading Buses, Romanian Government - Section for Relations with the Public, Plaxton Coach and Bus Co, Department for International Development, Milton Keynes Shopping Centre, The Automobile Association, Financial Services Authority and Signet Retail.
Testimonials "Tremendous presentation . . . you really captured both the mood and the level of expertise that the situation required" (SmithKline Beecham Conference) "Excellent speaker - interesting subject and useful information" (Institute of Direct Marketing Seminars) "Excellent presentation - a good insight into the customer service ethic" (BT Conference) "Interesting, amusing and professional. A good presenter talking good sense" (Help Desk User Group Conference) "Very enlightening and refreshing . . . a good overview of how a company can maintain customer service" (IBM Event) "Excellent presentation. Down to earth approach which was extremely useful" (UK Conference on Incoming Call Centre Management) "It was good to hear a speech that was not only both interesting and informative, but also humorous" (The Professional Challenge Launch) "Everybody found your presentation to be interesting and clear, they were reassured that it is all about getting the basics right" (Forte Hotels HR Conference) After your excellent after-dinner speech we received extremely complimentary evaluation forms . . . the delegates found your speech both interesting and entertaining" (Central Computer and Telecoms Agency Dinner) "Good speaker - nice to hear a woman for a change" (Motorola Conference) Ros Gardner brilliant! (Mr L Carlton, General Manager, Panasonic UK) Excellent presentation by Ros Gardner in an excellent venue (Mr L D’Cruz, Technical Engineer, L F Engineering) Most excellent! (Simon Green, Technical Supervisor, Royal Air Force) Clear presentation and relaxed atmosphere (NSQT’s Annual Conference ‘98) Your inputs were carefully thought through and I was particularly pleased with the practical issues which you dealt with in your presentation (Mark Price, Chief Executive, East Lancashire Training and Enterprise Council) Very down to earth and practical (NSQT’s Annual Conference 1998) Ros’s presentation was most useful to me (Erica Somers, Barclays Home Finance) Thank you for your outstanding contribution. It was clear from the feedback forms that delegates greatly appreciated your entertaining and informative presentation (Pam Hall, British Standards Society) Not only was it well-informed and very interesting on an important area of business, but also extremely amusing (Roger Cornwell, Chairman, The English-Speaking Union) Thank you for giving us such an amusing talk following the Annual General Meeting on Saturday. Everybody said how much they enjoyed the evening (June Hall, Hon Secretary, The English-Speaking Union) | 
