"Hi, I'm really pleased you've found this web site and hope it contains what you're looking for. I've tried to keep it as simple as possible, to make it easy to navigate around, but if anything doesn't work the way you think it should then please let me know. I've also tried to include all the things that customers said they wanted; but again, if I've missed anything that you think would be useful, please tell me."       

                                                                                                            ........... Chris Daffy

    Articles - One of the most interesting sections (second most visited) is selection of Chris Daffy articles. He's written on lots of different issues relating to customer service and keeps adding new ones so it's always with having a look every month or so to see what he's been writing about. He's also keen to address the subjects that are of specific interest to you, so please let us know what you think of them and which are the topics you find most useful. Please feel free to download any of them for use in any internal training sessions you may have. (All we ask in return is that you make it known where they came from so that we get a bit more publicity for the web site).

   Chuckles  - The number of visits tells us that that the humour section is the one that people like most. We're therefore adding to it regularly so do keep coming back for the up-to-date chuckles. The latest entries are now marked with this smiley face     so you should be able to find them easily.

  Learning - There are now four subjects in the Learning section that people have expressed interest in that seem important enough for a page of there own. These subjects are Leadership, Teams, Strategy and what we've called Wise Words. There's not yet much in the Wise Words section but do have a look because what's there is really great. On the Leadership, Teams and Strategy pages you'll find a variety of lists and charts that I hope you'll find interesting and useful. We'll keep adding new things to these pages so they're always worth a visit. Also have a look at the details below about our new Addictive Customer Experiences learning programmes.

  New Videos - Chris has produced two new training videos, 'How to WOW your Customers' and 'Case Studies in Service Excellence'. Details are in the products section under videos. The 'How to WOW' video shows how to get your front-line people focussed on delivering lots of WOW experiences for customers. It was filmed live, with an audience at the BBC studios in Manchester and will be useful for anyone wanting to motivate staff with ideas and inspiration to deliver exceptional service. The 'Case Studies' video contains a selection of service excellence examples from organisations like Britannia Building Society, Claridge's, Jessops and Toyota.

Leadership Forum - We have a section of The Academy of Service Excellence called The Leadership Forum. It is for business leaders who have a passion for business and a desire for continual personal development. The first two groups were formed in the Northern and Midlands in 2003 and in 2004 we added a London group. We now meet regularly (every 3 months) to share knowledge and experience and to discuss topics of mutual interest. If this could interest you there are more details in the News section.

Latest News - We intend to use this web site to provide the latest on what's new at The Academy of Service Excellence and what Chris Daffy is up to. So please visit it regularly if you want to be kept up to date. Alternatively if you'll send us your e-mail details, we'll send you copies of our News Letters whenever they're published. (Information about how to do this is in the News section)

New Addictive Customer Experiences Learning Programmes - I've spent the last few months working with a new colleague, Chris Humphries (a specialist in creating learning and development programmes), to develop a new series of training programmes that are based on my material and can be used to help anyone in any type of organisation to learn the best ways to deliver Addictive Customer Experiences. Full detail are available by following this link.

Recruiting SERVICE STARS - I've also been working with Chris Humphries and Professor Adrian Furnham (from University College London) on the development and testing of a selection tool that will enable anyone using it in an interview to recognise people that have a 'natural talent' for service delivery. It is now available for use by any organisation. Full details are available by following this link.