Bio

Nick Rosenthal is based in Manchester, England, and has worked in the translation industry for over 30 years. An experienced translator working from French and German into English, Nick chaired the Board of ITI (the professional body for translators in the UK) from 2011 to 2013. He is a Fellow of the Institute of Translation and Interpreting, and also a Fellow of the Chartered Institute of Linguists.

Alongside his “day job” as Managing Director of SalfTrans, a specialist translation company that is celebrating its 30th anniversary this year, Nick also translates crime fiction.

Nick has been involved in professional development for translators since the 1980s, and he has a passion for excellence, for customer service, and for excellent customer service!

Nick has written regularly on a range of translation issues, from a regular “Computing in Nick’s Attic” column in ITI’s journal through to contributing in 2014 to “101 Things a Translator Needs to Know” (along with Steve Dyson and Chris Durban, who are also speaking at this conference, and a few other familiar names in the translation world).

Customer service: An introduction to excellence

Presentation in:

In this session, we will look at good and bad examples of customer service. By looking at customer service in other sectors, we can gain insights that help us in running our own businesses.

For many years, we've all used the term "customer satisfaction". But is that really enough? Do we want our customers to simply be "satisfied"? And when we look at other experiences, where we are the customer, are we looking simply to be "satisfied", or to come away feeling enhanced by the experience?

What do customers really want in business relationships?

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