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22nd Jan Yorkshire Leadership Group

We would love to welcome you to our Yorkshire Leadership Group.

It takes place once every 2 months for a day at the beautiful Rudding Park Hotel.

The format is as follows:
8.15 Breakfast
Masterclass from Jon Wilks “SATISFIED IS NOT SATISFACTORY – Satisfaction is the customer service death knell.”
Peer group issues session
4.30 Close

Taster session available £125+vat

Masterclass details:


Satisfaction is the customer service death knell. If your customers, clients or supporters are merely satisfied with what they receive from you, then you won’t be in business for long. In 2020 customers have such a range of choice, so many options available to them in all markets, that the concept of aiming to satisfy customers is ludicrously outdated. Tear up your customer satisfaction surveys. Ban use of the word in customer engagement planning. Develop a healthy intolerance of even the notion that you and your staff aim to satisfy customers.

Embrace a new lexicon around customer service – delight, exceed, amaze and inspire. If you really want to generate long term customer loyalty then you need to change the 1990s soundtrack in your commercial heads.

In this lively, interactive and positive workshop, you’ll consider themes and ideas around:

*   Values, ethics, principles and motivations – how do we engineer our internal soundtracks to inspire and energise a new customer service approach? How do we set ourselves up to lead this constructively and effectively? What lessons might we learn from elsewhere? Case studies include New Zealand rugby, Thomas Cook, John Lewis, Starbucks and Dragon Taxis.

*   Leading customer delight – how do we engage our staff to effectively and enthusiastically embrace the challenge? What language might we use? What goals might we set to inspire and motivate? How do we measure our customer delight?

*   TNT and the power of WOW! – how do we find examples of excellence to reinforce our new customer service approach? How do we amplify the key behaviours and approaches which inspire and energise? What is an authentic ‘Wow!’ And how might we replicate and develop it?

You should come along with an open mind, an inquisitive nature and a desire to contribute your own experiences and challenges.

Speaker profile:

Jon Wilks is a leader, coach, mentor and Town Crier! For over a decade he has helped organisations and individuals, at all levels, to improve, grow and sustain. From Coca Cola to Ford and from Plastic Bottle Supplies to Male Voice Choirs, Jon brings an effervescence and positivity to his workshops which is both infectious and memorable. You will take away valuable ideas and a genuine enjoyment of the day!

For further information please call Lisa Lister 0787 9820725

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