Seminar

Text Box: Dr. Ted Johns: Ted Johns became Chairman of the ICS in 2002, having been a founder ICS Board member since 1997. The mission of the ICS is to lead customer service performance and professionalism, and to that end it has secured the support of (so far) nearly 500 organisations (principally within the UK, but with growing representation from other parts of the world) and almost 7000 individual members. [Details about the ICS can be found on its website, www.instituteofcustomerservice.com or www.tedjohnsseminar.blogspot.com Ted’s publications include books on customer care, time management, organisational change and ethical leadership; his latest, Tales of the Unexpected, the Unbelievable and the Unforgivable, is a book of stories about service excellence, published to coincide with the ICS’s tenth anniversary. He regularly contributes articles to the ICS’s own journal, Customer First, and to other periodicals, notably People Management, Customer Strategy, Marketing Insights (Singapore), Employee Relations Review and Management Today. He is a deliberately provocative and controversial columnist for Customer Management and for its online partner, Customer Strategy Newsletter. Ted Johns is a powerful, authoritative, entertaining and stimulating speaker, frequently invited to provide keynote contributions to conferences and in-company events. Recent presentations include a keynote address to the ICS National Conference in 2006, inputs to the ICS Conferences organised for 2007 in Edinburgh, Cardiff and Dublin, and plenary presentations for Conoco-Phillips, Colliers CRE (chartered surveyors), the Institute of Housing, the CIPD (Chartered Institute of Personnel & Development) Scottish Partnership, CSC Computer Sciences Limited, Unilever, Rainbow International and IRRV Scotland (rating and valuation professionals). Ted is strongly committed to both the principles and the practice of high-performance working, applied to all types of enterprise – public and private, manufacturing and service, profit-seeking and not-for-profit – and to the application of the values, strategies, leadership models and motivational methods that help to stimulate positive attitudes, discretionary (organisational citizenship) behaviour and customer-facing excellence among employees in every economic sector. THE STAR , Friday January 16, 2009 City Watch Business solutions THERE will be a talk by Dr Ted Johns on how to create added value from people and customer service using world class formula to survive the economic downturn on Monday from 1pm to 5pm at the Main Auditorium, 3rd Floor, Wisma MCA, 163 Jalan Ampang. Johns has been the ABE examiner for more than 15 years and is the chairman of the Institute of Customer Service. To register or for more information, call 03-2078 8488, Jessica Lai (012-203 9028) or Maniraj (016-929 0441). Information also available at tedjohnsseminar.blogspot.com THE STAR, TUESDAY 20 JANUARY 2009 NATION Expert: Improve customer service KUALA LUMPUR: instead of slashing prices, smaller industries should improve on their customer service to compete with the bigger companies to ride out the global economic crisis. “If companies continue to lower their prices in a competitive environment, only the larger and well established organizations will survive.” Institute of Customer Service chairman Dr Ted Johns said. ‘Smaller players will not be able to keep up. “Companies should instead treat their customers with more warmth and courtesy, as this would transform consumers into their regular patrons even though their prices are not as low as their competitors,” he told a press conference at the seminar, “From Cold, Wet Fish To Sushi! – How To Create Added Value From Your People And Your Customer Service Using A World-Class Formula To Survive This Economic Downturn”, organized by Beliawanis, the Young Women’s Bureau of MCA, at Wisma MCA here yesterday. Dr Johns said customers given excellent service and value for money would even help promote the company by sharing their positive experience with others. Such word-of-mouth communication will help companies expand their market and reduce costs on advertising,” he pointed out. He said among the worst performers in customer service were those from the professional service, public sector, utilities, and information technology and telecommunication industries. National Beliawanis chief Tee Hooi Ling hoped local companies would identify their weakness and try to pull through the economic crises by adopting a more efficient customer service. Seminar organizing chairman Jessica Lai May Kum said the talk drew more than 500 people.

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