The meeting explored the concern that companies frequently invest in IT solutions in an attempt to achieve service excellence with technology, however, not all recognise the employee development required to truly succeed. A programme of presentations and open debates set out to illustrate with case studies where connecting effectively with the customer would make the transition from service provider to service ambassador!

Steve Downton, author of the Future Trends series of studies, opened the session. Aligning his research to this subject, he illustrated how investing in soft skills with the top 20% of a field engineering team could optimise customer satisfaction opportunities and generate additional service revenues that would normally have slipped away.

A trio of presentations followed.  Mark Hemming, responsible for the strategic development of people and processes at Festo, identified communication hotspots in the service chain to illustrate the complexity of interactions that affect service delivery.  Trevor Meadway of Mercuri International, an organisation known for delivering performance in training and consulting built on Mark's presentation focused on the "Moments of Truth" that transpire in customer interactions, both externally and within organisations. The final instalment of the trilogy was a punchy case study that presented the impact and cultural change that Festo's managing director, Gary Wyles, had experienced implementing their "Fit For Change" initiative.

After this flying start a short interval was taken allowing the audience refreshment, network opportunities and time to prepare questions for the next section of the meeting - the popular "Power Panel" taking a format similar to the BBC TV's "Question Time" programme.  Facilitated by chapter president, Chris Farnath the panellists included Gary Wyles, Steve Downton, Mark Turner - managing editor of Service Management magazine and Brian Andrews - head of customer retention at Mercuri International.  Questions generated during the interval challenged the panel to really explore the meaning of service excellence. 

Some of the questions posed included the following: from Steve Elsham of Oracle 'How do you go about understanding your customer's needs?'; from Paul Wassell of Aspect Communications 'Is it essential to hire the attitude and train the skills in a customer service environment?'; from Jim Hunter of Foss 'What is the secret to sustaining employee satisfaction? and from Alistair Martin of Unisys 'How do you find the balance between profit driven management and delivering customer delight?'

At the opening of the meeting the audience were challenged to identify their expectations of the event.  At the close, the following were considered the main outcomes: a) An understanding of the processes and skills needed to optimise service delivery & improve revenues b) Proof points of the links between customer satisfaction and enhanced profits and c) An understanding of how effective communication impacts upon the attitudes and cultures within an organisation.  Finally, each delegate left the meeting with practical tools including a CD containing all the presentation material and contact information to immediately begin to take advantage of the session. 

The UK chapter is proving to its members the advantage of participation in the events.  Don't miss out; the next confirmed Chapter event is scheduled for June 15th.  Also for the diary - the European Summit in Prague between 20th & 22nd April. Watch for details in your e-mail and posted on the AFSMI UK Chapter web site: www.afsmi.org.uk on when and how to attend.