Fee band from £ 2000 - 4000
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Mark Bradley, author of ‘Inconvenience Stores: One Year in UK Customer Service’, a passionate and entertaining critique of retail service, is one of the UK’s rising customer service talents.
His career, which began as an English teacher in Catalonia, has given him a whirlwind tour of the sectors, involving teaching, homelessness campaigning, stand-up comedy and retail banking. It’s this unique experience mix that makes his contributions stand out from the pack.
Mark’s interest in helping organisations differentiate themselves through quality customer service began at Halifax bank, where he led an award winning service improvement programme. He’s now a director at Customer Service Network, the UK’s leading service excellence networking organisation as well as a lead assessor for the Unisys / Management Today Service Excellence Awards.
In addition to this, Mark is a regular media contributor through his TV and radio appearances, newspaper / magazine columns, articles and editorials.
Mark’s customers include Nationwide Building Society, HM Land Registry, Northumberland County Council, Infoline Conferencing, FA Premier League, HBOS plc, Yorkshire Building Society, The Cabinet Office, Consumer Support Network and many more.
A keen observer of trends in service excellence and an uncompromising advocate for humanity in business, Mark will present customer service in a new light, from a number of unique perspectives, in a way that invigorates conference debate and refreshes the after dinner session.
Areas of Expertise
Mark’s is not an ‘off the shelf’ offering. He sees each engagement as an opportunity to complement your strategy – and is happy to discuss tailoring his contribution to your specific need.
Mark has supported organisation in any number of ways, from conference facilitation, and presentations to after dinner speaking and ‘business cabaret’ – his own unique interactive style of presentation. Mark will also consider building his contribution around a personal ‘mystery shop’ of your own organisation – the outputs of which are guaranteed to keep people focused.
As a lead assessor for the UK’s pre-eminent service awards and director of Customer Service Network, Mark has developed several areas of expertise. These include:
1) Discovering your organisation’s true personality
The extent of the link between happy employees and happy customers is now truly understood, so what should organisations be doing to create the right working environment – and what happens when you get it wrong? Mark combines research and entertaining anecdotal examples to illustrate his points.
2) The power of feedback
Long gone are the days of customer inertia and the annual survey. So how can organisations engage with their customers and generate practical feedback? Better still, where can you go to find out how not to do it?
3) Improving customer service
‘Stick ‘em on a training course. That’ll improve service levels’. Thankfully, that attitude is less prevalent than it once was, but it’s an easy trap to fall into. Using examples from the world’s best organisations and his own observations, Mark explores what really drives outstanding customer service.
4) Business leadership: now and in the future
Organisational culture, to borrow Churchill’s famous description of Russia, is a riddle wrapped in a mystery inside an enigma. Organisations are now so complex and multifaceted that traditional views of business leadership are out-dated. Using examples from the new wave of UK business, Mark follows the clues.
“Very informative and interactive – a superb presenter”
“The session was well balanced, knowledgeable and interesting. It encouraged people to think about the customer and their own job satisfaction. In retrospect, it was better than (well known speaker)’s presentation”
“My colleagues enjoyed their day enormously and have come back brimming with ideas. They said the day was more enjoyable and relevant than previous experiences of customer service courses”
(Newcastle United FC)
“The feedback I have had so far has been brilliant. Several delegates are thinking of contacting you, so I hope you go from strength to strength”
(Welsh Fire Service)
“Excellent presentation skills, entertaining and informative”
“Great delivery and great examples covered. Amusing and informative, please use this speaker again”
“Excellent choice for the otherwise dreary after lunch slot, a very interesting talk, the best ever heard!”
“Different perspective, interesting and flexible approach, adapted to the responses of the group without pushing his beliefs, excellent interaction with the group”