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Scotland Region Member Meeting
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Mark Temple, the new chairman of the ITSMF UK Scotland Region, welcomes you to join him in a day of networking and information sharing. Topic of the day: Customer Service with a smile!

When: 5th October 2016
9.00 AM until 3.00 PM
Where: University of Edinburgh
Pollock Halls
18 Holyrood Park Rd
Edinburgh, Midlothian  EH16 5AY
United Kingdom
Contact: Events Team
0118 918 6500

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Please join us for a day of networking and information sharing.
Topic of the day: Customer Service with a smile!

1) itSMF welcome and catch-up
2) Presentation and discussion
Lorraine Brown – Team Manager, Service Management Section, University of Edinburgh.
Title: Service with a Smile – made sweeter
Summary: Lorraine shares her experiences of the varying levels of customer service, and how we can look to ourselves to ensure the best is achieved, every time.
Description: Having worked for over twenty years on the front line of IT Service Delivery, Lorraine Brown is passionate about customer service and the impact this has on us.
During her time as the Service Desk Manager at the University of St Andrews, Lorraine project managed the very successful three year Service Desk Institutes, Service Desk Certification project.
The project concluded with the University of St Andrews gaining the SDI’s four star business led service desk accreditation, the only university world-wide to achieve this status.

3) Presentation and discussion

Sumit R. De is a Senior Service Management Consultant for TOPdesk
Title: Customer Satisfaction – Metrics Made More Human
Summary: In a time where organisations continuously strive to gather information about their customer’s satisfaction, it’s easy to lose sight of the person beneath all the data and metrics.
Sumit will give insight on the human element of the customer satisfaction journey to make sure you know what to focus on to get things right.
Bio: Through his years in the industry, Sumit has worked with organisations all over the world to help empower the services they deliver.
He specialises in process design, shared services, and customer satisfaction with the belief that these are key elements to the future of the industry.

4) Group discussion
Professional Service Management Framework
PSMF is a competency model which defines a professional identity for the service management industry.
Whether you’re an individual practitioner or an enterprise organisation, PSMF is a way to recognise the full value of your contribution.

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