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The HSMAI Day + 2 days workshop i London

14 September @ 9:00 am - 16 September @ 4:00 pm BST

€795.00 - €1,095.00

Join HSMAI Region Europe in London 14 – 16 September 2018, and develop your company’s Service Pledge, with lots of inspiration from top-tier international speakers on The HSMAI Day.

Minimum two attendants per company.

The Service Pledge – a programme for the winners of tomorrow

The HSMAI Day + two-day London workshop

Friday 14 September through to Sunday 16 September – at the Chesterfield Mayfair Hotel, London

Preparations are underway for The HSMAI Day at the wonderful Chesterfield Mayfair Hotel in London. A full-day conference intended to provide you and your team an overview of current industry developments, focusing on subjects HSMAI considers important to put on the industry’s agenda. This year’s topic is Winning for customers and company culture through HSMAI Region Europe’s programme, The Service Pledge. Tomorrow’s winners are companies that invest in their company culture and bringing the customer experience to the boardrooms.

The Service Pledge is a programme and a methodology aimed at assisting you in your efforts to achieve this.

Service Pledge

Most companies have a vision, often accompanied by a set of values. Having a Service Pledge should be just as important – and that is what The Service Pledge programme sets out to formulate.

After three London days, including an open gathering (The HSMAI Day) and a two-day workshop you will be able to return home with a proposal for a Service Pledge for your company, including an action and implementation plan, in order to prepare and implement the programme in cooperation with a certified executive coach, managers and employees – once you’re back home (contact us for a special price regarding this).

Certified HSMAI Executive Coaches from Norway, Sweden, UK, Germany and The Netherlands will facilitate the London workshops.

See HSMAI’s Mia Touzin Leffler explain why you should have a Service Pledge:

The Service Pledge is built on four pillars

To fully introduce and implement The Service Pledge, our main focus will be on how the four pillars’ measures can be integrated internally, in order to make a significant difference as to how the customer experience is seen from the outside, and in order to improve the company’s Service Pledge credibility.

The entire Winning for Customers – The Service Pledge programme is split into four modules and five half-day workshops. If you attend the London introduction your company will be able to complete the programme during the course of four successive and company-internal workshops. London attendants will qualify for appointment as their respective companies’ Change Agents, taking an active part in the company’s internal process, as the extended representative of HSMAI’s certified adviser.

Module content

Module 1: Customer experience and “custom voyage”

Introduction to The Service Pledge and the importance of the customer experience as strategic measure. The customer’s experience of customer service. How important stages on the “custom voyage” are identified (before, during and after). Do we deliver on our promises? What is a Service Pledge and how was it developed? Stakeholders – regarding a Service Pledge – who to involve and how? How do we ensure quality and change over time? A gamification activity.

Module 2: Company culture

Obtain commitment, overcome barriers. As a help in implementing a successful Service Pledge we have five success criteria:

1. The customer experience: “Promise 99%, deliver 100!”. How to achieve this when personal service is what differentiates us?

2. Company culture. What is a winning culture and how do we develop and nurture it?

Module 3: Developing a Service Pledge

3. Communication. Effective ways to ensure delivery of service and commitment excellence. Brainstorming action plans and communication activities.

4. Service Recovery – processes for disgruntled customer management prior to social media reviews. How to convert unhappy customers to happy ambassadors.

Module 4: Measurements and feedback loops

5. Measurements and quality control. Do we meet and exceed the customer’s expectations? Acquire feedback, rehearse communication and deliver. Documentation and improvements. How do we know that feedback improves quality of service?

Programme The HSMAI Day + two-day London workshop

Chesterfield Mayfair Hotel, London

Arrival. Company-internal visits. We test customer experiences in London. Intersessions.

(HSMAI will hold the Curate on Thursday 13 September, at the wonderful five-star hotel Claridge’s, and attendants partaking here will arrive on Wednesday)


Friday 14 September – Minimum two attendants per company.

09:00 – 12:00

Winning your customers with your culture!

By Frank Fiskers, former Scandic Hotels President & CEO and now he is in the Scandic’s Board of Directors. He will share his thoughts about leadership and Winning your customers with your culture!  Other lectures given by top-tier international speakers, on trends in the industry, focusing on customer experience, company culture and The Service Pledge.

12:00 – 13:00 Lunch
13:00 – 15:00 Work in company-internal groups/parallel sessions for other attendants.
15:30 – 17:00 Plenary exchange of experience/on-stage reflections. Energy, motivation, music.
19:00 Dinner

Winning for Customers – Service Pledge programme

Workshop day 1

Saturday 15 September – Minimum two attendants per company.

09:00 – 10:00 Plenary assembly, all groups. Customer experience, company culture, communication, gamification, Service Pledge, measurements and quality control.
10:00 – 12:00 Work in company-internal groups. Certified HSMAI Executive Coaches from Norway, Sweden, UK, Germany and The Netherlands.
12:00 – 13:00 Working lunch
13:00 – 16:00 Work in company-internal groups.
15:00 – 18:00 Plenary exchange of experience/on-stage reflections.
19:00 Dinner

Sunday 16 September

09:00 – 10:00 Plenary assembly, all groups. Service Recovery, measurement and feedback loops.
10:00 – 12:00 Work in company-internal groups. Certified HSMAI Executive Coaches from Norway, Sweden, UK, Germany and The Netherlands.
12:00 – 13:00 Working lunch
13:00 – 15:00 Work in company-internal groups continues.
15:00 – 16:00 Plenary exchange of experience/reflections/action plan.
Conclusion and return home.

I am delighted to be associated with HSMAI in this way and am looking forward to contributing and sharing experience of key success factors for their important initiative by giving back to the hospitality industry, which over so many years gave me such a wonderful professional life.

– Frank Fiskers, former President & CEO, Scandic Hotels

Sign up today!

Prices include full-day conference and two-day workshops, lunch all days, dinner Friday and Saturday, a one-hour certified Executive Coach successive follow-up via phone or Skype.

Travel and lodging arrangements excluded, booked by the individual attendants.

Mia Touzin Leffler (see above video)

Education Adviser HSMAI Region Europe

Mia Touzin Leffler is responsible for HSMAI Region Europe’s Winning for Customers – The HSMAI Service Pledge program.

As Senior Fellow, the Higher Education Academy in England, the organisation for quality assurance within British universities, Mia is External Examiner at Ulster University in Belfast. Her academic background includes being head of the hospitality and event management education at the large University of West London, academic lead of the BSc programme at the private Glion Hotel School in Switzerland and lecturer at Cornell University when they had a teaching centre at IMHI Essec in Paris. Her academic education includes a MSc with Merit in Tourism & Hospitality Management and Education from Surrey University together with earlier studies in human resources management in the UK and hotel management at Glion.

Mia Touzin Leffler’s earlier career was in the industry, as head of management development and training with Sheraton EAME & South Asia and prior to that as Human Resources Manager, Holiday Inns Europe. This was followed by a period as independent with quite large, long-term projects around work method changes, service concepts and sales training programmes for Disney Paris, the Europcar – Perot Systems partnership and Air Miles before landing in academia with three children tagging along. Mia grew up in Gothenburg, Sweden, is married to a Frenchman and has spent her adult life based in England, France, Switzerland, Germany and in Australia.

She will be present in London, both in the capacity as lecturer and Executive Coach.

For partakers interested in proceeding with the programme within own organisation HSMAI Region Europe has prepared four company-internal workshops based on the above four modules, including guidance and follow-up between gatherings, workbook, access to online store of knowledge with international examples and company case, facilitated by an HSMAI Executive Coach. Coach certification within own organisation is yet an option.

Please contact project manager Linda M. Ramberg for further details:


Top photograph: The lobby in the Chesterfield Mayfair Hotel. Photo from the hotel.


14 September @ 9:00 am
16 September @ 4:00 pm
€795.00 - €1,095.00


The Chesterfield Mayfair
35 Charles Street
London, England W1J 5EB United Kingdom
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Send us an email for any queries you have about HSMAI Europe and we'll get back to you, asap.

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