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Branch Event

Sustained Excellence in Customer Service

03 Nov 2020
Online webinar, Online

Using two very different businesses and business models, the webinar will explore what it takes to deliver excellent customer service – and maintain and even grow that excellence in rapidly changing times.

What can attendees expect from the session?

A deeper understanding of customer care principles and commitment – how to get started, how to sustain and how to grow those aspects of the business, in any sector.

The webinar will be a three-way conversation between Mark Craig, Vice Chair, IoD South of Scotland branch, Anna White, Managing Director, ScotlandShop and John Cleland, Dealer Principal of Cleland Volvo in Galashiels taking in the personal costs of such deep business commitment, the highlights of the process and a range of  very engaging personal insights – from Anna developing Doddie Weir’s famous tartan to John’s championship winning time in British Touring Cars and beyond.

This is an online event. To attend, book below. We will provide a joining link before the event.

Key details

Date & time: 03 Nov 2020 18:00 - 19:00
Location: Online webinar, Online
CPD Hours:

Prices from

0.00 GBP + VAT - Member Price
0.00 GBP + VAT - Non Member Price

Event manager:
Ms Patricia Huth
Contact phone:
Contact email:

Now more than ever, IoD Scotland is committed to providing access to high level events and speakers so where we can, our events will remain free for Members to attend. To secure your place, we instead ask that you may consider making a donation to our 2020 Charity Partner, Epilepsy Scotland here. Thank you.


John Cleland
is Dealer Principal of Cleland Volvo in Galashiels. The dealership was Volvo’s 2019 Retailer of the Year, and is one of the most respected car dealerships in the country. In addition to his Volvo business, John is a highly successful race driver, having won the British Touring Car Championship twice amongst many other achievements in the UK and beyond.

Anna White was recently awarded the title of IoD Director of the Year 2020 for the South of Scotland, for her business Scotland Shop. Founded in the Borders by Anna in 2002, Scotland Shop now retails from a physical store in Edinburgh, and online across the world, offering products and services in six languages.



Prices from

0.00 GBP + VAT - Member Price
0.00 GBP + VAT - Non Member Price


Bookings cancelled within 7 days will not be refunded
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