The Official Celebration of

INTERNATIONAL CUSTOMER SERVICE WEEK

4-8 October 2010

17 World Class Events…

TO REGISTER CLICK HERE

BEYOND SERVICE - taking on the challenge of CHANGE

Join us in the official celebration

of

INTERNATIONAL CUSTOMER SERVICE WEEK

EARLY BIRD SAVINGS CLOSE 10 SEPTEMBER

TO REGISTER CLICK HERE

So what’s on….?

Monday 4 October 2010:

The official Launch & Celebration of
International Customer Service Week Breakfast 2010

International Key Note Speaker

KEVIN PANOZZA

CEO – ENGAGE Ltd

Global Challenge

International Customer Service Week ICSW is the most celebrated and important time on the ICSP Calendar.

This is the time when the world joins forces in celebrating and recognizing the customer service champions of the world.

ICSP Offers everyone an opportunity to be part of this special celebration no matter where you are located –

if you can’t come to us. we will come to you!  It is that easy!

Please email us for the ICSW Ideas Manual: ICSP members Complimentary  

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Monday 4 October 2010: 

Corporate Golf Challenge & Charity Dinner

Only 3 teams left… so be quick!!!

ICSP's Annual Corporate Golf Challenge is hosted at the world class Huntingdale Golf Club, Victoria on the 4th of October, offering golfers of all standards an enjoyable golf competition along with the opportunity to play for a very worthy charity. This is a unique opportunity to play with some of Australia’s leading corporations and ICSP alliance partners. This annual event has great activities and prizes to keep you challenged on course all day. The ICSP Corporate Golf Challenge package includes a wonderful day of golf, lunch, dinner an ICSP gift bag and the opportunity to give to a very worthy cause - Ronald McDonald House - Monash.  

Tuesday 5 October 2010:

International Careers Day

ICSP offer all Universities and Colleges the opportunity to access Australia’s leading Industry experts to speak to students on the subject of the true value of ‘Choosing Customer Service as a Career’. ICSP recognise and respect that today’s students are tomorrow’s service leaders and would be encouraged to develop a key to their future success - Customer Service. Call now and see how ICSP can support your students and their careers on 1300 760 130.

Wednesday 6 October 2010:

Social Media Workshops & Webinars:

An absolute must in business today…

Introductory and Master Classes in Social Media

Presented by

International Key Note Speaker & Author

Carol Skyring

Please email events@icsp.com.au for your social media bookings

9.00-10.00 - Introduction to Social Media Workshop

Social media has changed the way we do business - yet it can be very confusing!

There are so many tools and techniques that come under the category of social media.

So what is available and what would be best for optimum customer interaction…and many of them are free!!!

This one hour session is a brilliant introduction to the exciting world of social media learning more about the way we can drive new business and support our service delivery.

Topics covered:

• What is the real scope of social media?

• Understanding the phenomenal growth about social media

• Searching out the most successful social media tools

• Reviewing creative conversations using social media

• Case studies of how others are using social media to engage with customers

• Building an engaging community for your customers

• Embracing and developing your online community

10.30 – 12.30 Master Class – designing your social media strategy

Let's get started - designing a social media strategy!

It must be integrated with:  PR, marketing, advertising and customer service strategies.

In this highly interactive 2 hour workshop we'll take an in-depth look at what social media tools and techniques are on offer and how they might fit into your overall business strategy. We will introduce you to the 5W=H method to assist you in designing your social media strategy.

Topics covered:

• Understanding the importance and need for policy and legal issues
• Reviewing the set up and use of a blog
• Knowing how to set up and use Twitter
• Taking up the offers of social networking sites - public and private
• Managing your 'social' networking sites and data information
• Deciding which social media tools to include in your strategy

Social Media Coaching one-on-one sessions

This is a unique opportunity to participate in your own customized session with Carol to discuss your specific social media issues?

You can schedule a 45 minute coaching session with 4 additional people from your team to explore your own social media strategies: This session is chock a block full of innovative ideas that will be the customized just for you…a time you can not afford to miss…Spaces are limited so book Now!!! Afternoon sessions are available for Wednesday 6 and Thursday 7 starting 1.00pm – Finishing at 4.00pm

Social Media Webinars: 4:30-5:30pm

You can now join us face-to-face from the comfort of your own office...

Are you confused about Social media? No longer can we ignore this powerful tool to communicate with our customers.

So what is available and what would be best for optimum customer interaction…and many of them are free!!!

This one hour webinar is a brilliant introduction to the exciting world of social media learning more about the way we can drive new business and support our service delivery.

Please call for further information regarding

In House Programs on Social Media and Video Conferencing:1300 760130

Tuesday 5 - Brisbane / Wednesday 6 – Sydney / Thursday 7 - Melbourne

World Class Study Tours...

BRISBANE: ANZ / Lexus / Brisbane City Council / Virgin Blue

SYDNEY: Pfizer/ Health Support Services / St George Bank / Accor 

Melbourne: Eureka Sky Deck / Crown / Australian Unity / Foxtel

This is a unique opportunity to go in behind the scenes of Australia’s leading service providers who will share with us their incredibly successful strategies and methods that are implemented to ensure they provide their customers with premium service… Experience first hand - what sets these organisations apart from other businesses? Observe their world class practices and find out what their innovative concepts are…

Choose One OR all 3 States -  an experience not to be missed!

ICSP Study Tour Host: Mary Borg- National Direct Manager, Ansvar Insurance. ICSP National Executive Judge & ICSP Life Member.
Mary has a well earned reputation for her dedication to the world of service. Her experience and expertise of assessing and reviewing Worlds Best Practice has spanned over many National and International Awards for over 10 years. In conjunction with Mary’s Senior Executive role in sales and service together with her very personable style this is a …Great opportunity to draw on Mary’s expertise.

Thursday 7 October 2010:

CEO Thought Leadership  Symposium - invitation only 

As part of the International Customer Service Week (ICSW) official celebrations for 2010, ICSP will once again stage the CEO Thought Leadership Symposium which is an invitation event that brings together some of the world’s most successful business leaders in service. The CEO Mastermind is the platform to review and discuss business and service strategies for today and the future.

Thursday 7 October 2010: 

Call for Exhibitors & Sponsors

Launch of the ICSP Customer Solutions Expo 2010

The ICSP Customer Solutions Expo provides delegates with the opportunity to experience cutting edge technology focused on transforming customer service. This is a brilliant opportunity to profile your business, products and services to a dedicated audience of service professionals and decision makers…  Call ICSP on 1300 760 130 if you would like to be part of the 2010 Customer Solutions Expo staged throughout the Professional Cocktail Networking event and the Keynote Conference.

Thursday 7 October 2010:

Professional Cocktail Networking Event

And ICSP Graduation

RACV Club
6:00pm Registration
6:15pm Drinks & Nibbles
8:00pm Finish

The ICSP Cocktail Networking Event is a great opportunity to network with industry experts. In conjunction with the social activities there will be the Graduation of the ICSP Professional Development Program which is open to all professional service providers. ICSP’s professional development program provides individuals and businesses the opportunity to be officially rewarded for achieving ICSP’s International Service Standards.

Friday 8 October 2010:

ICSP Keynote Conference

RACV Club

8.00am - Registration & Networking
8.30am - Official Welcome
4.30pm - Conference Concludes

Key Note Speakers Include:

• Jenny Young - Executive Director, Segment Marketing Telstra Consumer & Telstra Country Wide
• Michael Harvey – CEO CareerOne
• Michelle Cox - General Manager Credit Services Hewlett- Packard
• Nigel Gaunt - The Mint Organisation
• Carol Skyring – Director LearnTel
• Paul Kelly – Director of Customer Service – Westpac
• Rob Widing – Dean - Macquarie Graduate School of Management
• Margaret  Pimblett – Director ,  Pimblett Consultancy
• Stewart Tudor-Jackman – Manager Service Experience Virgin Blue Group

We look forward to an exciting event of Networking, hearing some successful best practice case studies and witnessing brilliant thought provoking presentations by these Australian Industry Experts.

Friday 8  October 2010:

ICSP 2010 Gala Awards Dinner

Level 17, The RACV Club
7:00pm Pre-dinner Drinks
7:30pm Dinner

This event is definitely a magical experience, the most electric event staged in the history of service. Learn who our service champions are, and why they have won! Join us in celebrating with World Class Champions and Winners of the 2010 ICSP Awards and 2010 My Customer Rules Awards.
Dancing, entertainment and much, much more!

Or call ICSP to Book your Places NOW!!!

Early Bird Closes 31 August 2010

TO REGISTER CLICK HERE