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Business guru urges Welsh companies to improve customer service to survive the recession

One of Britain’s leading business experts is advising Welsh companies and organisations to improve their customer service to survive the recession.

Customer service specialist, Mark Bradley, has helped hundreds of top companies and organisations across the UK, including the FA Premier League, the UK Government’s Skillsmart Retail, and Yorkshire Forward, to boost performance by attracting new customers as well as maintaining and growing existing Clients.

He will share his top tips with entrepreneurs, company owners, and senior managers across Wales. Mark will discuss customer perceptions, staff ownership, problem-solving and personal interaction skills, during the latest round of the Welsh Assembly Government’s popular People in Business programme.

To coincide with Enterprise week (Nov 17-23) the Department for the Economy & Transport (DE&T) has teamed-up with the Department for Children, Education, Lifelong Learning, and Skills (DCELLS) to co-host the seminars.

The high-profile programme involves master-classes by leading experts aimed at inspiring senior business people and enhancing their knowledge to gain a competitive edge. The events also provide an opportunity to network with other entrepreneurs as well as find out about the business support available from the Welsh Assembly Government.

Said Mark: “During an economic downturn customers scrutinise purchases much more carefully. To remain competitive it’s vital to provide a memorable experience that isn’t based just on price and good service but on emotion and the personal touch.

“During difficult times it’s especially important businesses make a good first impression, be easy to do business with and provide a service that is different to competitors that will help maintain as well as attract new customers.

“In the UK we’ve let companies get away with inadequate service levels for too long. I want to change the way we think about and deliver customer service. Companies that get customer service right can transform their performance and profit enormously,” he added.

Mark has written two books: Inconvenience Stores and Retails of the Unexpected, and has featured as a business commentator on TV and radio appearing on BBC 1’s Are We Being Served, BBC 2’s Working Lunch and BBC 5 Live.

Deputy Minister for Skills, John Griffiths said: “People in Business seminars have been highly successful due to the excellent standard of speakers. The seminars are held throughout Wales and they’re designed so attendees gain genuine practical value from them. Mark Bradley has an impressive track record and we’re confident he will help Welsh businesses enhance their operations.”

Deputy First Minister and Minister for the Economy and Transport Ieuan Wyn Jones said: "This new series of People in Business Seminars will help a large number of Welsh businesses overcome the challenges posed by the economic downturn.

“It also forms a key component of Enterprise Week in Wales - designed to encourage and celebrate enterprise and to provide practical help to Welsh businesses and entrepreneurs.

"More than 200 separate events across Wales - organised by schools, local authorities, businesses, voluntary organisations and the Assembly Government - will make this year's Enterprise Week one of the busiest yet and one of the most timely."

The first People in Business seminar will take place on Monday November 17 at the All Nations Centre, Cardiff, between 5.45pm-7.45pm. On Tuesday November 18 Mark will host a seminar at the Liberty Stadium, Swansea from 8am-10am; and again later the same day at Optic Technium, St Asaph, from 5-7pm.

People in Business seminars cost £10 including breakfast, or refreshments for evening events. To book contact Rebecca Jones on 01686 620 231, or book online at www.wales.gov.uk/pibor email rebecca.jones4@wales.gsi.gov.uk

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