Keith Gait Customer Service Director, Stagecoach

Keith Gait - Customer Service Director, Stagecoach

Presentation title: View from the Boardroom

In this session, Keith will give a whistle stop run through of the key areas of engaging with your Exec. Keith will talk through how to sell to us if you're a potential partner or supplier, the importance of Trust, how you gain it, how you can easily destroy it, and how you can circumvent the whole process, making you a trusted partner before we have even met you!

In the 2nd part of the session, Keith will talk through what it's like to be an Exec, and give you some top tips on how to get to that level, what you have to do and the things you have to forget when you get there. We will also look at how an Exec has to deal with competing demands, priorities and pressures, and how to look after yourself when it feels everyone wants you 24 hours a day.

Bio:

Keith has a wealth of executive level customer centric operations experience and has spent his entire career in customer service, working his way up through the industry, and has held senior roles at NHS Direct, Sainsburys, Condor Ferries and South East Ambulance Service. Having started as an agent, Keith is passionate about organisations that recognise and value their people as well as their customers. He also ran his own customer services consultancy for over eight years, Orchid Consulting Ltd, before taking up the role of Chief Operating Officer at NHS Direct in 2011, and is well versed in managing large teams and directing customer services strategies

Keith has an MBA from Henley, and has studied on the Harvard Executive Education Programme. Keith has written books on customer service, has spoken at several conferences on the subject, and has been a judge for the National Customer Service Awards and European Call Centre Awards in previous years. Keith was also voted in the Top 10 most respected people in the industry in 2012.

In his current role with Stagecoach, Keith is driving forward improvements to the customer service offering and further enhancing the customer experience through service delivery, commercial, technology and communication strategies

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Organisers

112-114 High Street
Rickmansworth
Hertfordshire
WD3 1AQ
UK