ET brochure.qxp Layout 1 - Engage Customer...customer engagement and employee engagement is common sense: it boosts loyalty, sales, market share and consistently reduces employee turnover

EngageTrain provides inspirational and highly productive masterclasses,training courses and workshops built for directors, managers, supervisorsand front line professionals. Our customer focused sessions are alldesigned to help you plan, build and implement Customer Engagementstrategies and best practice from brief to delivery.

EngageTrain.com

ORGANISED BY:

EngageTrain is part of Engage Customer. Since 2009 Engage Customer has beenhelping its global community of over 48,000 leaders in the customer and employeespace. Our mantra is that organisations need to be where their customers are. Theyneed to cut across their own internal silos, take a more holistic view of their customers,both internal and external and deliver a consistent and appropriate service across allchannels, offline, online, social and mobile.

Engage Customer provides its community with a series of hugely successful andrecognised Conferences, Directors Forums, Leadership Roundtable Focus Groups, mustattend Annual Summits and Engage Awards. These face‐to‐face activities aresupported by our dynamic website EngageCustomer.com, weekly newsletter alerts,ground breaking Webinars and Digital Marketing opportunities.

WHY CHOOSE ENGAGE TRAIN?Wherever you are in your career, skills and knowledge are always invaluable. We trulycare about the delegates who enrol with us, and feel this sets us apart from the crowd.All our training programmes and workshops are delivered by highly experienced andrecognisable consultants and training professionals each with their own area of expertise.

Our aim is to provide exceptional value for money. The right training is one of the bestinvestments anyone can make. We guarantee high quality and effective training at anexcellent price that delivers a real payback – that is our promise to you.

• Masterclasses• Leadership Workshops• Best Practice Training• Introduction to consideration symmetry• Inhouse Training Courses

LEARNING AND DEVELOPMENT:

WELCOME

COURSES AREDELIVERED AS PUBLIC

CLASSROOM COURSES AND

DEPENDENT ON NUMBERS

INHOUSE OPTIONS AREALSO AVAILABLE ONREQUEST

ONLY£595+VAT

Masterclasses are inspirational and highly productive courses to help you plan, build and implement CustomerEngagement strategies from brief to delivery. Masterclass slides are provided to help you retell the stories of theday as part of consensus building with colleagues as your first task after the masterclass. We are committed todelivering the very best in training, coaching and people development, working with industry recognised andhighly skilled facilitators and consultants.

Like you, we want to know that what we do makes a difference.

DESIGNING OMNI-CHANNEL CUSTOMER SERVICE EXPERIENCESChannel choice is now considered essential by customers who expect to movebetween channels and devices at will: based on any number of factors such as thecomplexity of a service task or the situation they find themselves in. However feworganisations know how to meet this strategic challenge or how to practically designthe right customer experiences.

HOW TO CREATE AN INNOVATION BASED SERVICE CULTUREIt’s a truism that we live in a world of change. In fact we live in a world of imminentdisruption. The status quo in many sectors is being challenged by digitally fuelledbusiness models. No organisation is immune. No surprise then that within customerservice there is a never-ending conveyor belt of new things to digest. This places animpossible demand on an already over stretched leadership team who are orientatedto reactive management of a never-ending flow of service challenges.

REDESIGNING YOUR MOBILE CUSTOMER SERVICE EXPERIENCEMobile customer service is not just a set of new devices to consider. It’s a whole newrevolution in mindset and behaviour that’s been catalysed. Multiple UK researchshows the breadth and depth of our always connected mobile lifestyles. Instant, loweffort, real time, autonomous engagement characterise this new world.

BOOSTING PROACTIVE SERVICE BY ANTICIPATING NEEDSIn today’s world, reacting to customer service needs can be too late. Personaliseddigital marketing techniques combined with service expectations for low effortengagement have cultivated a demand that organisations are able to anticipatecertain customer needs.

MASTERCLASSES OVERVIEW

FROM£199+VAT

INTRODUCTION TO TEAM LEADERSHIPAs a leader it is vital you know your own values and style so that you can remainconsistent and authentic in the face of challenges and setbacks. Utilising self-awareness and emotional intelligence you will be able to uphold a professionalapproach in all situations. When your teams know what to expect from you (and whatnot to expect from you) the culture of your team will be clear and positive. You will bebetter able to have open and honest two way conversations, manage the expectationsof your team and manage individual performance, for the benefit of everyone andyour organisation.

COACHING TEAMS FOR HIGH PERFORMANCEContrary to popular belief, being an inspirational leader is not about charisma(although it certainly helps). Inspirational leaders live by a set of core values andcouple this with effective leadership behaviours (which can be learned by anyone!). Ifyou have the right knowledge and skills to praise, correct coach and delegate to yourteam you will be on the road to being the best boss they ever had.

CREATING PERSONAL IMPACT AS A TEAM LEADERThe emotional reactions to change require some understanding, and the length oftime it can take individuals and teams to ‘heal’ and ‘forget’ past pain can be shockinglylong if not properly managed. In order to position change for the smoothestacceptance there are some golden rules to follow in the planning and communicationof change. Demonstrating your empathy and understanding is important but aboveall, your leadership and confidence in the change itself will be paramount. This cansometimes this can be a challenge if you don’t agree with the change yourself!

EFFECTIVE LEADERSHIP EVERY DAYWhen you have 200 emails in your inbox do you diligently work through each one inchronological order, or scan the inbox and pick out the most important, leaving abacklog of unopened emails slowly building up over time? Neither is right or wrong,but both have their advantages and disadvantages. What you are able to achieve interms of productivity will depend upon your personality, motivation, organisationalskills and ability to think perceptively. It will also depend on how well you articulateyour ideas and communicate messages concisely to avoid wasted time.

LEADERSHIP WORKSHOPS OVERVIEW

Providing customer service over social channels is different.It’s a spectator sport. Organisations have to consider thedigital footprint left by each interaction. Not just for thatcustomer but for all who subsequently see it. Has trust in thebrand increased or been diminished as a result? This matterswhether it’s a simple enquiry or escalated complaint.

This highly practical course is suitable for:

• Advisors

• Team leaders

• Site managers

• Community managers

• Social marketers

• Internal communication manager

• PR managers and internal trainers.

BEST PRACTICE AGENT TRAINING

SOCIAL CUSTOMER SERVICE COMMUNICATION SKILLS FROM£249+VAT

INTRODUCTION TO CONSIDERATION SYMMETRY

Crossing User experience, Customer experience and Employee experience –A set of learning games for greater performance in your organisation

OVERVIEWFor companies willing to develop their service performance, making the link betweencustomer engagement and employee engagement is common sense: it boosts loyalty, sales,market share and consistently reduces employee turnover. This link is called ConsiderationSymmetry©. It consists in paying as much attention to your employees as your customers.

However, even when widely accepted, this principle of Consideration symmetry© can be abig cultural shift for an organisation, across departments. A particular perspective andmethodology is needed for it to become and remain a reality.

This 1 day session delivers a bespoke, practical and participatory approach to evolve andtransform your service offering, and to learn the methodologies to assess and improveservices and behaviours in your organisation.

WHY ATTEND• Find new ways of increasing customer and employee engagement • Improve your service-related KPIs • Develop the service culture of your team• Fight silos - Collaborate between departments

IN-HOUSETRAININGCOST POA

In previous times omni-channel design was guided by the drive for ‘digital first’. As advice this is nolonger sufficient. For instance, how do you create the right balance between automated deliveryand the human touch? How do you figure out when a bot can augment or substitute liveassistance? Can we anticipate when this improves or degrades a service experience?

Choices are increasingly complex. We can engage with customer by voice, text and video. We can dothis reactively or proactively. Engagement can be offered as a live service, automated service or ablended service. These service conversations can flow across devices and communications channels.So how do we design service experiences that work for both the customer and brand?

The answer lies in a complete overhaul of your design framework.

WHY ATTEND• How to increase adoption of new digital channels• How to reduce demand for more expensive channels• How to prioritise new channel investments• Improving your omni-channel service design skills• Updating yourself on customer service engagement trends

COURSE FEATURES

COURSE DETAILS• The principles of effective omni-channel service design• How to use the omni-channel design framework• How to set up a profiling programme to segment customers’ digital preferences• How to evolve customer journey mapping for omni-channel service design• How to select the right channel mix for assisted and self service• A detailed review of the latest voice, video and text service channels

FROM GOOD TO GREAT IN OMNI-CHANNELCUSTOMER SERVICE DESIGN

The options and expectations for engaging with customers have never been richer or more fluid.Each year brings new interaction channels and smarter ways of delivering customer journeys.Topics such as the rise in messaging platforms, intelligent assistance, robotic process automationare all in play and challenge the status quo. No doubt niche applications for virtual reality andaugmented reality will also become common place in customer service in the next few years.

There is tremendous opportunity to redefine target operating models and design service experiencesthat are noticeably different from competitors. However getting to a point of being able toparticipate in this new world is often tough on an already over stretched leadership team who areorientated to reactive management of a never ending flow of service challenges.

WHY ATTEND• Make service innovation an embedded activity• Improve our awareness and assessment of new service opportunities• Improve our appetite for innovation and being challenged• Turn our customer service into a competitive advantage• Disrupt things before being disrupted by others

COURSE DETAILS• Examples of strong innovation cultures and what they do• Customising your own service innovation workflow using best practice models• Designing who does what and how it happens• How to assess and develop the right behaviours and mindset• How to set up challenges and focus innovation – simple to advanced

HOW TO DESIGN AND OPERATE AN INNOVATIONBASED SERVICE CULTURE

Please enquire for in-housetraining options and pricing


DURATION: One Day (8 hours)

COURSE DATES: September

VENUE: Blue Fin Venue, London

COST: £595 + vat

LED BY: Martin Hill-Wilson

PLACES: 20

DELIVERY: Classroom

COURSE FEATURES




COST: £595 + vat


PLACES: 20

DELIVERY: Classroom

MASTERCLASSES

Mobile customer service is not just a set of new devices to consider. It’s a whole new revolution inmindset and behaviour that’s been catalysed. Multiple UK research shows the breadth and depthof our always connected mobile lifestyles. Instant, low effort, real time, autonomous engagementcharacterise this new world.

Even though whole sectors such as retail and travel are being rapidly transformed by theseexpectations, few service organisations are close to such capability or indeed have explicit plans tocatch up. Yet mobile first services such as WeChat have already demonstrated a whole new world ofopportunity. In other words the ‘Swiss army knife’ level of functionality embedded in smart phonesreinvents how customer and brand can help each other in service resolution.

It’s time to re-imagine customer service.

REDESIGNING YOUR MOBILE CUSTOMERSERVICE EXPERIENCE

WHY ATTEND• Understanding how customer journeys change in a mobile context• A new framework to house the mobile customer service experience• Servicing more customers who engage by smart phone and tablet• Examples of how others are making the transition

COURSE FEATURES

COURSE DETAILS• Latest research on UK consumer mobile behaviour• Designing for the mobile user experience• Next generation interfaces that work for mobile customer service• Understanding omni-channel expectations in a mobile context• Leveraging smart phone capability for unique service experiences• Designing effective mobile service experiences





COST: £595 + vat


PLACES: 20

DELIVERY: Classroom

In today’s world, reacting to customer service needs can be too late. Personalised digitalmarketing techniques combined with service expectations for low effort engagement havecultivated a demand that organisations are able to anticipate certain customer needs.

These are reasonable expectations which become all the more visible once customer journeys aresufficiently mapped to show where commonly repeated inbound queries occur. A proactive strategythen removes any need for the customer to initiate contact. The increasing percentage of IoTproducts now on offer in both B2C and B2B markets offers another type of proactive opportunity.Analysis of customer usage data can reveal any significant gaps between the marketing promise andthe experienced value of those benefits.

Being proactive tells customers you cared enough to think about their needs before they needed to.

WHY ATTEND• Reducing customer effort and cost to service• Removing cycles of inbound contact that occur at known points in the customer lifecycle• Smoothing out spikes in demand for live assistance• Improving positive sentiment towards the brand – ‘they care about me – they make my life easier – it is easy to do business with this brand’

COURSE DETAILS• Understanding customer effort and where it sits within journeys• Using outside-in thinking to spot proactive service opportunities• Drawing up your own list of opportunities• Using service design thinking to proactively anticipate those needs• How to incentivise employees and customers to join in• Developing your own agenda for proactive communication and action

BOOSTING PROACTIVE SERVICEBY ANTICIPATING NEEDS


COURSE FEATURES




COST: £595 + vat


PLACES: 20

DELIVERY: Classroom

MASTERCLASSES

INTRODUCTION TO TEAM LEADERSHIPAs a leader it is vital you know your own values and style so that you can remainconsistent and authentic in the face of challenges and setbacks. Utilising self-awareness and emotional intelligence you will be able to uphold a professionalapproach in all situations. When your teams know what to expect from you (andwhat not to expect from you) the culture of your team will be clear and positive.You will be better able to have open and honest two way conversations, managethe expectations of your team and manage individual performance, for thebenefit of everyone and your organisation.

• Who am I as a leader and why me?• Leadership fundamentals and how to apply these in your new role• Uncover what sort of leader you are• Learn how to be an authentic, credible leader in the workplace• Understand the 3 questions your agents are silently asking you

DURATION: Half Day (4 hours)

COURSE DATES: Thursday 14th September

COURSE TIMES: 9.00 – 13.00


COST: £199 + vat

LED BY: Carolyn Blunt

PLACES: 45

DELIVERY: Classroom

DISCOUNTS: Group discounts and Multi-event discounts available

COACHING TEAMS FOR HIGH PERFORMANCEContrary to popular belief, being an inspirational leader is not about charisma(although it certainly helps). Inspirational leaders live by a set of core valuesand couple this with effective leadership behaviours (which can be learned byanyone!). If you have the right knowledge and skills to praise, correct coachand delegate to your team you will be on the road to being the best boss theyever had.

• How to tackle poor performance effectively.• Learn how to motivate and inspire your individual team members.• Use practical tools to set performance objectives, give feedback and raise standards.• Recognise where leaders make mistakes in coaching and how to avoid these.


COURSE DATES: Thursday 14th September



COST: £199 + vat


PLACES: 45

DELIVERY: Classroom


LEADERSHIP WORKSHOPS

CREATING PERSONAL IMPACT AS A TEAM LEADERThe emotional reactions to change require some understanding, and the length oftime it can take individuals and teams to ‘heal’ and ‘forget’ past pain can beshockingly long if not properly managed. In order to position change for thesmoothest acceptance there are some golden rules to follow in the planning andcommunication of change. Demonstrating your empathy and understanding isimportant but above all, your leadership and confidence in the change itself willbe paramount. This can sometimes be a challenge if you don’t agree with thechange yourself!

• Learn how to create even greater personal confidence for yourself and those around you• Create greater personal impact as a team leader.• Become more influential within your organisation and understand your personal reputation.• Improve your abilities when speaking and presenting as a leader.


COURSE DATES: Thursday 21st September



COST: £199 + vat


PLACES: 45

DELIVERY: Classroom


EFFECTIVE LEADERSHIP EVERY DAYWhen you have 200 emails in your inbox do you diligently work through eachone in chronological order, or scan the inbox and pick out the most important,leaving a backlog of unopened emails slowly building up over time? Neither isright or wrong, but both have their advantages and disadvantages. What youare able to achieve in terms of productivity will depend upon your personality,motivation, organisational skills and ability to think perceptively. It will alsodepend on how well you articulate your ideas and communicate messagesconcisely to avoid wasted time.

• Maximise your effectiveness every day with crucial time and self management tools• Learn how to run interesting and effective team meetings that are time efficient.• Be able to say no and deal with time wasters without losing rapport or morale.• Lead your team effectively through changes and challenges whether big or small.• Learn how to make communication work for you and your team every day.


COURSE DATES: Thursday 21st September



COST: £199 + vat


PLACES: 45

DELIVERY: Classroom


LEADERSHIP WORKSHOPS

SOCIAL CUSTOMER SERVICE COMMUNICATION SKILLSProviding customer service over social channels is different. It’s a spectator sport.Organisations have to consider the digital footprint left by each interaction. Notjust for that customer but for all who subsequently see it. Has trust in the brandincreased or been diminished as a result? This matters whether it’s a simple enquiryor escalated complaint.

Traditional customer service has not faced this level of public scrutiny. The impactof either great or poor experiences remains at individual level. It is much harder forother customers, would be customers, press or even competitors to witness abrand’s true service ethic in action.

This is why a completely different approach to understanding customer intent andcrafting emotionally resonant responses is needed for social customer service. Itrequires the highest level of communication skills if the downsides of publicengagement are to be minimised and the rate of positive outcomes increased.This one day course provides a framework of best practices to maximise low effort,rapid enquiry resolution. It also provides a set of diagnostic techniques to fullyrecreate the customer situation, emotional state and priority expectations. Withongoing practice, social customer teams become extraordinary brand ambassadorsas they evolve to new levels of interpersonal communication.





COST: £249 + vat


PLACES: 40

DELIVERY: Classroom


REASONS TO ATTEND• I need to set up social customer service duties in a new team• I need to challenge and refresh my existing team’s capability• I need an effective solution for complaint handling on social• I want higher customer sat, NPS and tangible advocacy• I want to drive more revenue from social customer service excellence• I want market recognition we are a leading digital brand

OVERVIEW AGENDA• Latest research on UK social customer behaviour• Understanding the dynamics of world class social customer service• How to manage your digital footprint• Learning how to critique real social customer service interactions• Introduction to the best practice framework and diagnostic technique• Team based exercises to learn how to use them• Research based best practices that drive better outcomes• How to create an ongoing programme of skills development

LEARNING EXPERIENCES• A mix of presentations, group debate and team based exercises• All training material available in original format for reference and internal educational use• Optional mentoring after the training to help strategise on the support strategies for effective social engagement such as alignment with functional strategies, engagement infrastructure, playbook development, voice of the social customer, service improvement frameworks, cross functional collaboration, escalation and crisis management.

INTRODUCTION TO CONSIDERATION SYMMETRYCrossing User experience, Customer experience and Employee experience – A setof learning games for greater performance in your organisation

For companies willing to develop their service performance, making the linkbetween customer engagement and employee engagement is common sense: itboosts loyalty, sales, market share and consistently reduces employee turnover.This link is called Consideration Symmetry©. It consists in paying as much attentionto your employees as your customers.

However, even when widely accepted, this principle of Consideration symmetry©

can be a big cultural shift for an organisation, across departments. A particularperspective and methodology is needed for it to become and remain a reality.

This 1 day session delivers a bespoke, practical and participatory approach toevolve and transform your service offering, and to learn the methodologies toassess and improve services and behaviours in your organisation.


COURSE DATES: Book 4 + weeks in advance

VENUE: Onsite or venue of choice

COST: POA

PLACES: Typical group size of 8-15 people

DELIVERY: Classroom

REASONS TO ATTEND• Find new ways of increasing customer and employee engagement • Improve your service-related KPIs • Develop the service culture of your team• Fight silos - Collaborate between departments

COURSE DETAILS• Prospective on new trends in customer expectations• Alignment the exercise of your company strategy and personality • Consideration Symmetry© assessment results (survey will be done a few days before the seminar)• Innovation challenge on the Moments of truth of users, customers, employees• Behavioural training• Action plan to foster performance

LEARNING EXPERIENCES• Customized content for your company (a preparatory meeting is needed 3 weeks in advance)• Active and fun • Group workshops• Creativity• Guidelines to use the learning games by yourself after the session• Optional additional consulting or training

WHO IS THE COURSE FOR• Groups of 12-30 managers/directors of the same company, from multiple positions (marketing, HR, communication, sales, operations…)

ANNUAL L&D PASS

COST £995* Per person Access all training events Weekly Newsletter: Weekly roundup of the headline news and updates ✔ ✔

Industry News: Daily news delivered to your desk all day, every day. ✔ ✔

Research: Industry recognised dynamic websites - articles, blog squad and more ✔ ✔

Resource Hub: White papers, e-books, reports and other useful resources. ✔

Case studies: Database of industry led case studies, for the industry for the industry ✔

Presentation Slides: Couldn’t make it to an event, don’t worry access the presenters slides ✔ MASTERCLASSES

DESIGNING OMNI-CHANNEL CUSTOMER SERVICE EXPERIENCES £595* ✔Channel choice is now considered essential by customers who expect to move between channels and devices at will.

HOW TO CREATE AN INNOVATION BASED SERVICE CULTURE £595* ✔It’s a truism that we live in a world of change. In fact we live in a world of imminent disruption.

REDESIGNING YOUR MOBILE CUSTOMER SERVICE EXPERIENCE £595* ✔Mobile customer service is not just a set of new devices to consider. It’s a whole new revolution.

BOOSTING PROACTIVE SERVICE BY ANTICIPATING NEEDS £595* ✔In today’s world, reacting to customer service needs can be too late. LEADERSHIP WORKSHOPS

INTRODUCTION TO TEAM LEADERSHIP £195* ✔As a leader it is vital you know your own values and style so that you can remain consistent and authentic in the face of challenges and setbacks.

COACHING TEAMS FOR HIGH PERFORMANCE £195* ✔Contrary to popular belief, being an inspirational leader is not about charisma (although it certainly helps).

CREATING PERSONAL IMPACT AS A TEAM LEADER £195* ✔The emotional reactions to change require some understanding.

EFFECTIVE LEADERSHIP EVERY DAY £195* ✔When you have 200 emails in your inbox do you diligently work through each one in chronological order. BEST PRACTICE AGENT TRAINING

SOCIAL CUSTOMER SERVICE COMMUNICATION SKILLS Providing customer service over social channels is different. It’s a spectator sport. Organisations have to consider the digital footprint left by each interaction. £249* ✔

IN-HOUSE TRAINING

INTRODUCTION TO CONSIDERATION SYMMETRY POA IN-HOUSE ONLYCrossing User experience, Customer experience and Employee experience – A set of learning games for greater performance in your organisation

ANNUAL LEARNING AND DEVELOPMENT PASS

The Annual Learning and Development Pass opens up an extensive hub of resources, access to case study presentations,research, reports and full access to our extensive portfolio of training courses and discounts.

PRICES

DISCOUNTSAVAILABLE FOREARLY BOOKINGSAND GROUPS

*All Prices exclude VAT

CUSTOMER DATA SECURITYDIRECTORS FORUMTUESDAY 31ST JANUARY 2017

2017 EBM EVENTS

31JAN 2017

23FEB 2017

20APR 2017

06JUL 2017

15SEP 2017

15SEP 2017

13NOV 2017

13NOV 2017

FUTURE OF THE CONTACTCENTRE CONFERENCETHURSDAY 23RD FEBRUARY 2017

EMPLOYEE ENGAGEMENT SUMMITTHURSDAY 20TH APRIL 2017

CUSTOMER ENGAGEMENTTRANSFORMATION CONFERENCETHURSDAY 6TH JULY 2017

INTERNAL COMMUNICATIONS CONFERENCEFRIDAY 15TH SEPTEMBER 2017

EVOLUTION OF WORK CONFERENCEFRIDAY 15TH SEPTEMBER 2017

CUSTOMER ENGAGEMENT SUMMITMONDAY 13TH NOVEMBER 2017

ENGAGE AWARDS 2017MONDAY 13TH NOVEMBER 2017

FOR MORE INFORMATION PLEASE CONTACT:

Daniel Keen, Training Sales

Tel: 01932 302 112

Email: [email protected]

CONTACT US

EngageCustomer.com EngageEmployee.com EngageInfoSec.com EngageAwards.co.uk

Engage Train is part of Engage Business Media Ltd.Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JGMainline: 01932 506 300 Website: www.ebm.media

Documents

ET brochure.qxp Layout 1 - Engage Customer...customer engagement and employee engagement is common sense: it boosts loyalty, sales, market share and consistently reduces employee turnover