The Customer Service Training Network is a mutual self-help membership body formed by Don Hales in 2007 to enable those involved in customer service training and associated activities to
Best practice in customer service, leading edge training techniques, service excellence, staff retention and satisfaction are all key issues for members as are customer retention, customer satisfaction and the effect of customer service on the bottom-line. All of these issues feature on the agenda at CSTN meetings.
The CSTN have a lot of organistaions that are supporting us. We do not accept paid-for advertisements but all the organisations featured are known to the CSTN and have agreed to feature us on their sites. You will find these companies and trainers in the section of Supporting Trainers.
In 2010 we introduced a new service whereby we accredit Customer Service Trainers for their skill, knowledge and competency. This Accreditation is endorsed by the Institute of Customer Service.
The Customer Service Training Awards are totally unique.
The Awards are held during the day and culminate in the presentation to the winners during a gala lunch as would be normal when celebrating success. However, the finals of the Awards are held in the morning on the day of the Awards. This saves finalists having to travel to a central location twice – once for the finals and once for the Presentation but also adds to the excitement of the day.
Furthermore all entrants are to be invited to the presentation day and those not attending as finalists have the option of being invited to join one of the judging panels.
The morning will also include an exhibition.
Don Hales is a keynote speaker, workshop presenter, consultant and author on customer issues.
He focuses on financial aspects, leadership and effective strategies to improve bottom line results: all backed with an in-depth knowledge of case studies of outstanding award winning customer service practices from the National Customer Service Awards. Don's highly acclaimed new book "WOW! That's What I Call Service" (co-authored with Derek Williams) is now available. (£12.99 post-free from Don)
Don has been instrumental in setting up the Customer Service Training Network. The early meetings have been highly acclaimed by the members. Contact Don for more information.
World of Customer Service is also run by Don Hales. You can access this website on www.worldofcustomerservice.com. This provides lots of information on customer service on a wider basics than just training. Please let me know if you wish to receive Don's monthly newsletter.
Anne-Marie has been instrumental on helping set up CSTN and is responsible for organising the events and the daily running of the CSTN.
Originally from Denmark, Anne-Marie previously worked for Derek Williams of WOW! Award fame and did most of the admin connected to running the Society of Consumer Affairs Professionals in Europe, so she has good experience in helping customer service professionals.
A busy mum, with two children, Anne-Marie really enjoys attending the CSTN events and meeting all the members.
Carol is CSTN’s Director of Quality & Standards. She has been self-employed as a consultant for the past 3 years and has worked with all aspects of training and qualifications, including some reviews for the regulator for qualifications.
Her background has always been in quality and she has been involved in developing, assessing and quality assuring qualifications and trainers for many years in a number of sectors as diverse as business, quarries, waste management, sales, and facilities management. Don asked Carol to project manage the trainer accreditation for CSTN about a year ago and she now works closely with Don and Anne-Marie to ensure that the trainer accreditation process and achievement is of the highest quality.
