On-line Health Check Report

An annual self assessment of your customer service performance and strategy. We will send you a report highlighting strengths and weaknesses and benchmarking your organisation against others.

Network Event

Our larger style events with up to 100 delegates, covering a wide range of customer service topics. The day is usually divided between presentations by expert speakers from companies who are renowned for that aspect of their service followed by an opportunity for facilitated networking on the chosen topic.

CSN Academy Workshops (6 per year)

A series of training and development workshops covering the key areas of service excellence (tools and techniques, strategy vision and values, CRM and customer care, people engagement and measurement, customer journey mapping, complaint management)

Complaint Managers Forum  (4 per year)

We are holding 4 independantly chaired forums per year, for complaint managers and other people involved in the complaint handling process to discuss and work on solutions they can take back to their organisations.

Site Visits (approx 4 per year)

We organise visits to the UKs leading service excellence providers, giving you an opportunity to experience first hand how others are operating and see their service systems in place. You can ask questions and talk to the people involved in the delivery of customer service.

Benchmarking

An extension of our site that contains live benchmarking data on hundreds of organisations. Simply enter your latest data and compare against other organisations in your sector and beyond. Find out how good you could be on a set of service excellence drivers (people, speed, quality, complaints) and key performance indicators (customer satisfaction, employee satisfaction, Net Promoter TM, recommendation and repurchase)

Strategy Development Group 

Our Strategy Development Group gets together 3 times each year to work on key strategic issues and develop solutions and business cases to use back in their own organisations.

Future Trends Alerts

Find out what is likely to happen in customer service through our alerts based on the work of some of the thought leaders and key strategists in the industry.

Helpline

Call CSN up to 3 times per year to book a call back on any customer service issue you have.

Excellence Collection

This is an invaluable collection of shared thinking on fundamental customer service issues. It includes write ups of all our past events, numerous best practice case studies and is an excellent reference tool for all customer service professionals. Current member feedback on the CD has been very positive

Member Help

Ask the rest of the membership any question you have on customer service.

AGM

Look for news on this new event later this year.

Membership Badge

Use our "members of CSN" badge on stationery and your website to demonstrate your committment to improving customer service

Discussion Forum

Our members only forum give you the opportunity to talk to other members on-line to discuss key topics, share ideas and information. 

Newsletter

Our bi-monthly newsletter provides the latest updates from CSN on our services. We will also highlight any key stories from the customer service world.

Certificate of Attendance

New for 2010, all attendees of our masterclass events will receive a certificate they can display in the workplace

Magazine

Coming soon. Updates coming soon.

Record of Achievement

Record your progress with a CSN folder (coming soon)