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Awards


The Customer Centric Training Awards

Customer Services is becoming increasingly important for businesses.  Consequently it is important to recognise best practices that promote good customer services within organisations.  The Learning & Development awards for Customer Services recognise the efforts undertaken by organisations to promote a customer centric culture.

Why apply

Winning an award or being nominated for one can help you by:

  • Gaining recognition as a leader in customer centric training & development
  • Networking with other top organisations
  • Increasing awareness among customers about your commitment to customer centricity
  • Gaining recognition as a best practice organisation
  • Attracting highly skilled talent

Who can apply

  • Training departments within organisations
  • Independent training organisations
  • University’s Executive Education Centres
  • Training professionals / Trainers
  • Training teams

To apply, download the application form and send to us at: awards@icustman.com

Awards Entry Process

  • Select the Awards Category appropriate to your business.
  • Submit your nomination.  All nominations must be submitted by  March 31st, 2017.
  • Finalists will be selected based on their submission and judged according to the awards criteria.
  • The Judging Committee will review the submissions and accordingly select the award winner and in each category.
  • Awardees will be announced at the gala presentation dinner on April 28th, 2017.

Customer Centric Training Award Categories

  • Lifetime achievement award
  • Customer Centric Programme of the Year (in-house)
  • Customer Centric Executive Education Programme of the Year (Executive Education Centre)
  • Customer Centric Company of the Year (independent training company)
  • Customer Centric Leader/Mentor of the Year
  • Customer Centric Team of the Year
  • Customer Centric Professional of the Year
  • Best use of technology in training & development

Judging Criteria

Each entry is judged on four main areas which include the following:

  1. Objective of the training programme
  2. How the programme was implemented
  3. The success of the programme
  4. Future programmes

Each category has a number of sub categories and is awarded a number of points (weight).  The scoring in each section is done on the basis of a marking criteria outlined in the attached document.

Important Documents

  1. Initial Award-Entry-Form
  2. Judging Criteria
  3. Formal Nomination Entry Form

Judging Committee

Don Hales.  Don has had a long and illustrious career which started from the financial sector and has culminated in the establishment of numerous awards programmes running successfully around the globe.   He has been credited with setting awards programmes such as the National Sales Awards (1997) and the National Customer Service Awards (1999) in the United Kingdom, while working as the Deputy Managing Director of Quest Media.  At Quest Media, he also develop several more award programmes, including the National Business Awards and the European Business Awards, making them one of Europe’s leading award organisers as well as developing an exciting range of business relationship magazines and conference programmes.  At this time he launched the Institute of Customer Service Annual Conference and continued to be associated with this 500 delegate two-day event for more than a decade.

In 2007, he formed the Customer Service Training Network and helped set up Awards International as Chairman of the company.  Today Awards International runs a wide programme of Award events and associated conferences in the UK and Dubai.  Since 1996, Don has been involved in over 50 different Award programmes in UK, Middle East & USA and is delighted to be involved with the ICM in Pakistan.

Additionally, as a professional speaker, He has spoken at countless conferences in 18 different countries, mainly on customer service and related issues and he is joint author of “Wow! That’s What I Call Service”.  Both the UK Customer Experience Awards and the European Call Centre & Customer Service Awards have honoured him with their “Lifetime Achievement Award” and in 2014 he was made an honourary Life Fellow of the Professional Speaking Association of which he had been a founding member many years earlier.

Jim Carras.  Jim has over 40 years of experience in business management and consulting. He sees his professional experience tied up in one word .. “diversity.”

Jim’s current goals are to “pay forward” and help build international nonprofit associations dedicated to helping business and organizations to improve their ability to manage change and increase the probability of achieving their personal and business skills and also achieving their goals.

Jim is currently serving as a Board Chairman for a new global association called “Customer Value Creation International (CVCI),” (www.customervaluecreation.org). Supporting the effort is an Advisory Council of global leaders in customer experience, value creation and building customer centric companies.

Osman Khan, PhD.  Dr Khan has served as a judge / chair of judges on a number of awards in the United Kingdom.  Dr Khan holds a PhD in Marketing with a focus on Customer Loyalty and Customer Experience Management.  Dr Khan has been consulting and advising firms from across the globe and is working as the EVP Learning & Development of a London based consultancy company.

Dr Osman Khan is one of the world’s leading experts in Customer Experience Management and Customer Loyalty. Dr Khan has been working with companies around the globe, including Fortune 500 and FTSE 50 companies to improve their business performance.
He has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the marketing team. His past experience include working as a Marketing Director at a high-tech IT firm, consulting for multinational mobile operators from Europe and the Middle East, as well as helping firms within the UK and USA in improving customer loyalty, increasing sales, and reassessing strategic marketing goals.

Dr Khan is the author of the book,“Getting Customers to Love your Brand”, and has published three books on CEM, and Customer Loyalty at the European Centre for Best Practice Management. Moreover, he is actively engaged in conducting training and consulting work in the areas of CEM and Emotional Loyalty Management. He is on the editorial board of four international journals, as well as on the board of directors (non-executive) of three international firms. Dr.Khan has worked as an MBA and Executive Education Director at the University of East London, UK. He has taught at some of the leading universities in the world including, Harvard, Bradford, Cass Business School, etc.

Bukola Olofinjana, CMICS, MCMI, MIC

Bukola is a seasoned customer service professional with over 25 years’ experience, who began her career in merchandising within a major retail chain based in the City of London. Progressive appointments within FTSE 100 organisations, predominantly in customer service management roles, culminated towards her professional CMICS qualification in 2002 from the Institute of Customer Service.

Over the years, Bukola has developed in-depth customer service experience within private and public organisations in major IT programmes within various industry sectors including retail, manufacturing, financial services, recruitment, E-commerce and transportation. Bukola’s enthusiasm and passion for customer service has led her to roles which ultimately allowed her to influence, encourage and promote superior customer service.

This has been further substantiated by experience gained through international appointments within Europe, being actively involved in the National Customer Service Awards and Customer Service Training Awards working alongside some of the industry’s most influential customer service gurus and undertaking extensive in-house research with a bias towards customer service and service management. With a cautious yet dynamic management style, her ambition is to build and provide a full range of professional consulting services in customer service and service management to present and future clients, with a strong emphasis on Africa and the Caribbean.

Voluntary Commendations she has received include finalists’ selection panel and judge, National Customer Service Awards; judging panel, National Customer Service and Customer Service Training Awards, PTA Chairperson, and mentor Havering Business and Education Partnership.

Wali Zahid

Wali is considered an Asian authority on workplace effectiveness. He is CEO of SkillCity [Asian answers to Asian Questions]. A native of Pakistan, he travels frequently in the South Asia and GCC regions to train and coach senior executives willing to make a difference in their and other people’s lives.

Before he set up SkillCity, Wali was Country Director, Management Development Services at British Council Pakistan for seven years (2001-2008). A futurist and disruptor, his thoughts are often considered inconvenient and unconventional, sometimes controversial. He is often interviewed by print and electronic media on #Pakistan2050. He is Member, Board of Governors of PIM (Pakistan Institute of Management), Ministry of Industries.

He has been member of UK’s Institute of Directors, Chartered Management Institute, Chartered Institute of Personnel & Development and American Management Association. Wali has also been Team Leader of Prime Minister Quality Award (based on Baldrige Excellence Framework, USA) in Pakistan (2011-13). He has been at BoG of Pakistan Society for Training & Development (2012-14).

To apply to be on the judging committee, please write to us at: awards@icustman.com.