Building a high performing service culture
The Faculty of Economics and Business Administration invites David Coleman, a performance improvement specialist from the United Kingdom to give a lecture at 18:00 pm on 6 March 2017 in the Faculty main building.
David Coleman is an author, TEDx speaker and performance improvement specialist, with 30 years experience in both directing and advising well-known organisations.
David has built a reputation for his thought leadership on the popular subject of ‘staff engagement’ and his ability to draw out the potential within teams and individuals alike. His new book ‘The Path to Engagement’ is a step-by-step guide for creating significant uplifts in performance through building highly engaged teams.
David’s history as a pioneer of the UK’s first contact centre in 1982, founder of an international performance improvement consultancy and directorship level roles within prime global brands such as HSBC, Standard Life and Aviva, have provided David with a unique knowledge of leadership best practice and staff engagement.
The lecture will focus on three areas that are key to running and directing a successful customer service operation. Whilst the lecture is primarily aimed at customer service operations, the principles covered are relevant for any leadership roles where managing people is involved: