Service Mastery Days with Chris Daffy, 4th February 2015 in Stockholm. "Lean Six Sigma within Service Excellence" What you’ll learn: • Building a reputation for service excellence • Use service strategically to increase customer loyalty • Improve employee morale • Customer service techniques to create business growth • Create a Lean Six Sigma approach to reach Service Excellence Find out more: http://www.servicemasteryday.com Register here (limited seats available): http://www.servicemasteryday.com/platform-details/pricing-registration/

1. February 4th - 14.00 - 17.00
Service
Mastery
Day
www.servicemasteryday.com

2. 2 Service Mastery Day 2015
Service Mastery Day - 2015
February 4th - 14.00 - 17.00
Number one speaker
on Customer Service
n Lean Six Sigma within Service Excellence
Organizations are on a shift to a more customer-centric approach, in a strive to
reach Service Excellence. It is no longer acceptable to satisfy a customer; rather, it
has become business critical to delight them in order to gain a competitive edge.
It is necessary to instill a mentality of Service Excellence across the organization.
Join this highly entertaining workshop from renowned service excellence expert
Chris Daffy on how organizations can build a reputation for service excellence and
use service strategically to increase customer loyalty, improve employee morale
and boost sales and profits. Chris focuses on easy to understand ideas and practical
advice based on experience, research and common sense. His presentations are
humorous, entertaining, energetic and inspirational and are always packed with
simple concepts and techniques that are of immediate value to all people in any
type of business.
n What you’ll learn:
• Building a reputation for service excellence
• Use service strategically to increase customer loyalty
• Improve employee morale
• Customer service techniques to create business growth
• Create a Lean Six Sigma approach to reach Service Excellence
Chris Daffy
n Who should attend?
• Top executives wanting to understand the most appropriate strategic role of services in their organization
• Managers responsible for implementing services initiatives and tasked with contributing new and profitable revenue
• Everyone who touches the customer!
Powerful Presenter
Chris Daffy is one of the UK’s best-known customer service fanatics. Following a career as an engineer, salesman, marketer,
business manager and serial entrepreneur, he has spent the last 20 years focussing on helping organisations understand how
the latest customer service techniques are used to create business growth, customer loyalty, differentiation and sustainable
competitive advantage.
He is a Companion of The Institute of Customer Service and founder of The Marketing Group, The Feedback Factory, The
Academy of Service Excellence and The Leadership Forum. He has also worked with Manchester Business School and The
Institute of Customer Service to organise and host UK, European and American Study Tours of Service Excellence.
His first book, ‘Once a Customer - Always a Customer’ was first published in October 1996. There have since been nine more
print runs including ones for India and America. It is one of the UK’s top selling books on the subject of customer service and
is used as a training reference book by many of his customers.

3. Service Mastery Day 2015 3
Join us - Today
Seminar only ticket 490 EUR
(excluding tax)
• Seminar 14.oo-17.00
• Networking cocktail
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Schedule:
13:40 Registration
14:00 Lean Six Sigma within
Service Excellence
17:00 Networking Cocktail
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3 Easy ways
to register:
Phone:
+46 8 651 10 90
Email:
registration@copperberg.com
Website:
www.servicemasteryday.com
Registration Fees
Exclusive VIP ticket (limited to 30 seats): 690 euro
(excluding tax)
• Seminar 14.oo-17.00
• Networking cocktail
• Exclusive 3 course dinner banquet with Chris Daffy
• VIP-seating
• Photoshoot with Chris & book signature
One of Stockholms premier business hotels, we have selected this
beautiful venue for its’ proximity to the airport and its outstanding
facilities just 15 minutes from Arlanda Airport and 20 minutes
from central Stockholm.
Scandic Infra City has been awarded the Travellers’ Choice 2013 by Trip
Advisor in the category Top 25 hotels in Sweden. With a restaurant built
around the largest indoor tropical garden in Scandinavia, excellent gym
and swimming facilities, we are sure you will be impressed and enjoy your stay.
n Accomodation at Scandic Infra City
We have negotiated a special rate for the rooms for all attendees at Infra City:
Single room 1.473 SEK per day
n Book your hotel room:
Use this link: www.scandichotels.com and fill in your details and your bookingcode BCOO040215
to secure your reservation.
Phone: +46 8 517 344 77
n Conference Logistics:
Infra City has a fixed price with Taxi 020 from Arlanda Airport of 260 SEK for 1 to 4 persons, or 390
SEK for 5 to 8 persons.
Call 020 20 20 20 and mention Infra City fixed price journey to the
operator.
Website: www.taxi020.se
Venue Address
Kanalvägen 10,
Upplands Väsby
Sweden
Phone: +46 8 517 344 00
Fax: +46 8 517 344 11
E-mail: infracity@scandichotels.com
website:
www.scandichotels.se/Hotels/Sverige/Stockholm/Scandic-Infra-City/
TERMS & CONDITIONS
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Your booking is binding. You may substitute a delegate at any time. Please note that substitutions are not permitted unless approved by the
organizers. For all cancellations (without an approved substituted delegate) received in writing more than 5 business days prior to the event and,
a €120 (+VAT) administrative fee will be charged and a credit voucher for the remaining amount will be issued. Credit vouchers may be used at
any Midfield Media conference within one year of issuance. For cancellations less than 5 business days prior to the event, the full amount of the
delegate pass is non-refundable. Full payment is due 10 days upon invoice and no later than 5 business days prior to the event. Delegates that
have NOT submitted payment prior to the event will not be admitted to the event. Admittance is then only granted upon approval of credit card
payment directly onsite.

4. Copperberg
Lützengatan 2,
115 20 Stockholm, Sweden
Phone: +46 8 650 02 70
Fax: +46 8 441 07 93
Email: info@copperberg.com
www.copperberg.com
© 2014 Copperberg. All rights reserved.
For more information, email info@copperberg.com or visit www.copperberg.com.
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event