Book before                                                                                                               ...
Pre-conference Workshop DaySaturday 1 December 2012 IQPC’s workshops are unique opportunities to spend valuable time with ...
Conference Day OneSunday 2 December 2012 08:30 Registration and coffee                                       11:30 Case st...
Conference Day TwoMonday 3 December 201208:30 Registration and coffee                                          12:30 Lunch...
Post-conference Workshop DayTuesday 4 December  09:00 – 12:00 Workshop C - ACE Your Service: Achieving              13:00 ...
With a growing and diversifying economy and society,Oman’s public and private entities have to face changing              ...
TEAM DISCOUNTS                                                                              1 December – 4 December 2012  ...
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Oman Customer Service Week

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Oman Customer Service Week

  1. 1. Book before 7th October 2012 and save up to US$ 550 Developing and implementing a customer service culture to improve your organisation’s performance 1-4 December 2012 Grand Hyatt Muscat, Sultanate of Oman Outstanding executive contributions providing essential insight: His Excellency Eng. Ali bin Anna Marie Power Hayssam Al Amine Ross Cormack Masoud bin Ali al Sunaidy Head of Service Training Founder and Managing Director Chief Executive Officer Minister Service Development Resource Performance Nawras Ministry of Commerce and Industry Dubai Airports Management Top speakers: Benefits of attending: Ian Benfield, Director of Customer Affairs, Authority for Develop a customer centric culture and strategy to raise Electricity Regulation (AER) Oman service standards and improve customer satisfaction, Shyam Kumar, Senior Consultant, Up! Your Service retention and loyalty Bernard Viola, General Manager, Al Bustan Palace Understand customer needs and expectations by regulary measuring and monitoring your organisation’s performance Ben Churchill, Managing Director, Emrill Integrated Facilities Management Enhance employee engagement and empowerment through continuous learning and coaching Fatma Al Sinawi, Training Manager, Shangri-La Barr Al Jissah Benchmark innovative technologies and initiatives to build Resort & Spa your organisation’s capabilities and achieve customer service excellence For more information or to register contact us on Tel: +971 4 364 2975 Fax: +971 4 363 1938 Email: enquiry@iqpc.ae www.omancustomerserviceweek.com Researched &Developed in cooperation with: Officially supported by: Media partners: developed by: Ministry of Commerce & Industry AER
  2. 2. Pre-conference Workshop DaySaturday 1 December 2012 IQPC’s workshops are unique opportunities to spend valuable time with industry experts. These interactive sessions are extended to ensure that you will get to the heart of the conference’s most critical issues and uncover practical solutions you can apply in your own company. 09:00 – 12:00 Workshop A - Creating a culture of customer 13:00- 16:00 Workshop B- Value Moments: Aligning and connection to deliver exceptional customer service focusing organisations efforts in the areas contributing ………………………………………………………………….......................... the most to a “perfect” customer experience Customer service is about delivery. Exceptional customer service is about the level of that delivery. Customer connec- Value Moments is the product of extensive research tion is the heart of customer service and will determine conducted over the past three years in the field of customer whether the experience is remembered positively long after experience. Organisations might fail to understand that and will lead to repeat business. Customer connections will each moment within a customer’s experience is not equal directly impact the bottom line of companies who actively whereas it is a critical factor to consider when conducting pursue this approach. research to determine customer satisfaction or assess Understanding and ‘living’ an approach of customer connec- service performance. tion has its challenges and its benefits - so what are they? By attending this workshop, you will learn how to identify By attending this workshop you will gain an understanding of the Value Moments within the customer experience how customer connection builds relationships, reduces journey. You will understand how to follow the essential yet complaints, increases customer retention, secures customer practical approach in order to exceed your customers’ advocates and ensures staff retention. You will understand expectations and drive the importance of recruiting for the ‘unteachables’ and then sustainable customers’ loyalty. teaching the competencies. You will also explore how to sustain this Key topics to be discussed: culture • Mapping customer experience and motivate the driver of this culture within your organisa- • Implementing the Value Moments process tion and review ways of deepening the connection. • Using Value Moments as a measuring and reporting tool Key topics to be discussed: Who should attend: • Understanding the element of a culture of customer • Senior business and government officials connection • Customer service executives • Create customer connection within your organisation • HR and training professionals • Recruit for ‘customer connection’ Workshop Leader: Who should attend: • Senior business and government officials Bilal Omari, Director of Consultancy Solutions, Ethos • Customer service executives Consultancy • HR and training professionals Workshop Leader: Graham Moore, International Professional Speaker and Facilitator, Moore Success ME Oman has always been a favourite tourist destination for both regional and international visitors due to its unique nature and culture. However, with neighbouring countries focusing on attracting tourists by providing special customer experiences, Oman’s unique- Ten quick customer service tips: ness should also be based on the level of its service; the only true differentiator! Today, customers first choose 1. Deliver ‘customer experiences’ service over product and place customer service at the 2. Communicate clearly and effectively top of the list of their purchase criteria. We must build 3. Identify and anticipate customer needs our service profile based on an already long existing and 4. Treat any employee well friendly local culture; the challenge now is to make that 5. Always measure service quality and feedback culture a global one! 6. Address negative criticism 7. Appreciate and reward old customers Hayssam Al Amine, Founder and Managing Director, 8. Establish processes that are customer friendly Resource Performance Management 9. Always go the extra mile 10. Monitor your competition For more information or to register, contact us: +971 4 364 2975 enquiry@iqpc.ae +971 4 363 1938 www.omancustomerserviceweek.com
  3. 3. Conference Day OneSunday 2 December 2012 08:30 Registration and coffee 11:30 Case study: Fulfilling the Gold Standard: Integrating the Ritz’s Carlton’s vision into Al Bustan 09:00 Chairman’s opening address Palace Developing a customer centric culture to raise service • Reviewing the evolution of the customer service Gold delivery standards and quality in Oman Standard • Discussing the practical implementation of a company wide 09:10 Opening keynote speech standard • Sharing the challenges of providing continuity of service in His Excellency Eng. Ali bin Masoud bin Ali al Sunaidy, a multicultural environment Minister, Ministry of Commerce and Industry Bernard Viola, General Manager, Al Bustan Palace 09:30 Case study: Understanding the impact of customer service excellence on company branding 12:00 Lunch break • Exceeding customer expectations to differentiate your 13:30 Communicating service standards effectively to drive brand from competitors service excellence and increase customer awareness • Ensuring internal strategies and processes fit your brand values • Understanding and managing customer needs and • Guaranteeing customer experience to create a powerful expectations brand • Defining clear service standards and customer service procedures to customers and employees Ross Cormack, Chief Executive Officer, Nawras • Driving and motivating employees to deliver services up to expected standards 10:00 Panel discussion: Delivering world-class customer service standards in Oman Ian Benfield, Director of Customer Affairs, Authority for Electricity Regulation (AER) Oman • Why is achieving world class customer service so important? 14:00 Case study: Developing a successful customer • How do you make sure that customer/citizen service is at service department to enhance your organisation’s the heart of what you do? competitiveness • What techniques do you use to ensure your organisation/ government body really embraces excellent customer • Realising the importance customer service plays in service? remaining competitive • What role do you play in ensuring your company lives by • Creating a solid plan for developing an effective customer its vision? service department • What challenges do you face in achieving your visions? • Assessing the challenges and benefits of developing and managing a customer service department Panelists include: Hawra Al Lawati, Customer Relationship Management Ross Cormack, Chief Executive Officer, Nawras (CRM) Manager, Dhofar Automotive Abdullah Al Raqadi, Director General Assistant for Applications, Governorates and Hospitals, Directorate 14:30 Panel discussion: Building a customer General of Information Technology, Ministry of Health service culture country and company wide Omar bin Faisal Al-Jahadmi, Director General of Consumer • How is customer service perceived in the Sultanate of Services and Market Control, The Public Authority for Oman? Consumer Protection • In which areas are the biggest improvements needed? • What are the steps being taken to make the necessary 10:30 Morning networking break changes? • What challenges do you face in implementing a Designing and implementing a customer service customer/citizen centric culture and company? strategy to improve your organisation’s performance Panelists include: 11:00 Implementing customer service standards throughout your company to ensure continuity of service Ben Churchill, Managing Director, Emrill Integrated Facilities Management • Analysing the importance of a top down approach in the Bernard Viola, General Manager, Al Bustan Palace creation of an effective customer service culture Ian Benfield, Director of Customer Affairs, Authority for • Understanding the importance clear standards play in Electricity Regulation (AER) Oman ensuring continuity of service Hawra Al Lawati, Customer Relationship Management • Highlighting the positive effect customer service standards (CRM) Manager, Dhofar Automotive have on the company’s bottom line Ben Churchill, Managing Director, Emrill Integrated 15:15 End of conference day one Facilities Management For more information or to register, contact us: +971 4 364 2975 enquiry@iqpc.ae +971 4 363 1938 www.omancustomerserviceweek.com
  4. 4. Conference Day TwoMonday 3 December 201208:30 Registration and coffee 12:30 Lunch break09:00 Morning chairman’s opening address 14:00 Afternoon chairman’s opening addressHayssam Al Amine, Founder and Managing Director, Resource Graham Moore, International Professional Speaker and Facilita-Performance Management tor, Moore Success ME Acquiring, retaining and growing customer relationships Empowering employees to deliver customer service excellence and quality09:10 Turning soft skills into hard profits: How to make thechange 14:10 Case study: ‘Hiring for attitude, training for skill’• Evaluating the tangible benefits of excellent customer service • Highlighting how far a good attitude to customer service for your business will drive customer satisfaction and business growth• Achieving new levels of customer satisfaction, loyalty and • Motivating staff to take ownership of customer service delight • Implementing sound support system and leadership• Defining achievable goals and concrete action points to deliver programmes to promote employee growth and retain talent delightful customer service and increase profits Fatma Al Sinawi, Training Manager, Shangri-La Barr Al JissahShyam Kumar, Senior Consultant, Up! Your Service Resort & Spa09:40 Measuring the customer experience to drive customerretention and loyalty 14:40 Case study: Designing customer focused training to improve customer service delivery in healthcare• Staying up to date with market trends to better anticipate and understand changes in customer needs and expectations • Transforming the business focus and redefining the• Assessing customer satisfaction to highlight the necessary areas relationship between healthcare service provider of improvement in your organisation and patient• Allocating the required resources and implementing efficiently • Designing customer service training to meet specific needs of your action plan to improve customer service the healthcare industryBilal Omari, Director of Consultancy Solutions, Ethos Consultancy • Benchmarking national and international healthcare providers strategies in driving customer satisfaction10:10 Morning break Dr. Kamila Al Alawi, Director, Education and Training, The10:40 Case study: Adjusting to dynamic expectations Royal Hospitalin a multicultural society to ensure customersatisfaction, retention and loyalty 15:10 Empowering your employees to promote engagement in meeting ever changing customer expectations• Raising awareness of multicultural attitudes in both employees and customers • Highlighting the value of your customers to change your• Developing standards and procedures to ensure consistency employees’ behavior and attitude toward customer service of service when dealing with multicultural clients • Assessing existing customer service competencies to identify• Pinpointing the challenges faced during integration of the appropriate initiative to motivate and empower your strategies and ways to overcome them employeesAnna Marie Power, Head of Service Training, Service • Achieving customer engagement, loyalty and retention byDevelopment, Dubai Airports creating sound employee engagement programs11:10 It’s not customer service that counts, but customer Hayssam Al Amine, Founder and Managing Director, Resourceconnection Performance Management• Promoting customer connection at the epicenter of customer 15:40 Panel discussion: Motivating employees service and increasing their performance by adopting• Evaluating the value and cost of customer connection for your sound initiatives company• Exploring ways of deepening the connection to build customer • What innovative training and coaching initiatives do you relationship and loyalty implement to increase employee engagement?Graham Moore, International Professional Speaker and • What challenges do you face when recruiting and trainingFacilitator, Moore Success ME staff in a multicultural environment? • What best practices can be implemented to sustain11:40 Panel discussion: Debating the challenges employee engagement, accountability and loyalty?faced in providing customer service excellence ina growing tourism and travel industry Panelists include:• What is your biggest challenge in delivering quality customer service in a multicultural environment? Hayssam Al Amine, Founder and Managing Director, Resource• What specific training, if any, do you implement to help your Performance Management employees deal with multicultural customers? Dr. Kamila Al Alawi, Director-Education and Training, The• How do you manage the varied expectations of your clients? Royal Hospital Fatma Al Sinawi, Training Manager, Shangri-La Barr Al JissahPanelists include: Resort & Spa Bilal Omari, Director of Consultancy Solutions, EthosSavio Monserate, Business Development Manager, Khimji’s ConsultancyHouse of Travel Graham Moore, International Professional Speaker andChristoph Nissen, Quality Manager, National Ferries Company Facilitator, Moore Success MEAnna Marie Power, Head of Service Training, Service Develop-ment, Dubai AirportsGraham Moore, International Professional Speaker andFacilitator, Moore Success ME 16:30 End of conference day two For more information or to register, contact us: +971 4 364 2975 enquiry@iqpc.ae +971 4 363 1938 www.omancustomerserviceweek.com
  5. 5. Post-conference Workshop DayTuesday 4 December 09:00 – 12:00 Workshop C - ACE Your Service: Achieving 13:00 – 16:00 Workshop D - Leading from the top: building Customer Engagement alignment, embracing a common vision and taking action as ………………………………………………………… role models for superior service ……………………………………………………… Everyone aims to satisfy the customer. What will set you apart from your competition and ensure the growth of your By integrating and accelerating the implementation of business is to satisfy your customers to the level that you customer service culture, an organisation can quickly engage them. The question here “is customer satisfaction improve its service performance and secure a sustainable enough?”. By creating bonds through engaging experiences, advantage over competitors. By engaging all employees companies get beyond customer satisfaction and brand from the CEO down with a consistent customer service vision, customers will be delighted with the uplifting service loyalty to form profitable long-term relationships. and retention and loyalty will remain high. By attending this workshop, you will walk away with the By attending this workshop, you will understand how to align essential ACE Your Service Key Learning Elements that can customer service culture initiatives throughout your be easily implemented at your workplace and immediately organisation and identify gaps for improvement. During this start a ripple effect that will permeate across the entire session, you will also review the fundamental principles of organisation. raising service levels and improving customer experience as well as setting responsibilities and priorities to increase Key topics to be discussed: employees’ engagement. • Understanding the real meaning of customer service • Using Moments of Truth to achieve customer engagement Key topics to be discussed: • The Zoro Principle of customer relationships • Building an aligned and clear customer service culture • The 10 key to ACE’s • Articulating, discussing and embracing a common vision • Empowering and motivating team and individuals to Who should attend: increase service performance and improve customer • Senior business and government officials retention and loyalty • Customer service executives • HR and training professionals Who should attend: • Senior business and government officials Workshop Leader: • Customer service executives Hayssam Al Amine, Founder and Managing Director, • HR and training professionals Resource Performance Management • All heads of departments and functional areas Workshop Leader: 12:00 Lunch break Shyam Kumar, Senior Consultant, Up! Your Service 16:00 End of workshop day There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton, Founder of Wal-Mart If you do build a great experience, customers tell each other The more you engage with customers the clearer about that. Word of mouth is very powerful. things become and the easier it is to determine what Jeff Bezos, CEO, Amazon.com you should be doing. John Russell, President, Harley Davidson For more information or to register, contact us: +971 4 364 2975 enquiry@iqpc.ae +971 4 363 1938 www.omancustomerserviceweek.com
  6. 6. With a growing and diversifying economy and society,Oman’s public and private entities have to face changing Developed in cooperation with:needs and rising expectations from customers, citizens andforeign visitors. Oman Customer Service Week 2012 willserve as an interactive platform to bring together regionaland international customer service and human resourcesprofessionals from public and cross industry organisations toaddress the existing challenges and discuss key strategies todevelop and implement a successful customer-centric culture. Work better in smaller groups? Then try our workshops! Officially supported by: Oman Customer Service Week 2012 will offer you the opportunity to attend exclusive workshops led by international customer service experts. During interactive group sessions, you will review in more depth critical issues discussed during the main conference and uncover practical solutions that you can apply in your organisation.Who you will network with at Oman Customer Service Sponsorship & exhibition opportunitiesWeek 2012? • Do you want to brand your company as a leader in customer service?The Oman Customer Service Week summit will bring togethercustomer service and human resources professionals from • Do you have solutions to offer to public and privatediverse sectors including banking, insurance, healthcare, entities looking at improving their customer servicemanufacturing, retail, government, hospitality, utilities, delivery?transport, telecom, tourism as well as experts from traininginstitutes, IT systems providers and consultant agencies to If you have answered yes then branding your organisationdiscuss and exchange solutions and best practices in raising at the Oman Customer Service Week 2012 is the opportunity to promote your expertise and solutions thatthe standard and quality of customer service delivery in the will assist Oman’s public and private entities in improvingSultanate. their performance. This is also the opportunity to remind your customers of your commitment in delivering qualityJob titles include: customer services.• CEO Only at Oman Customer Service Week 2012 will senior• Managing Director / General Manager executives and government officials as well as human• Head of Customer Service resources and customer service professionalsattend in• Customer Service Manager one place at one time. They will assess and benchmark the best strategies and solutions to improve customer service• Head of Training & Development delivery.• Head of Human Resources• Head of Quality Management Can you afford to miss out on this opportunity?• Business Development Manager We have a range of business development, marketing andMedia partners: sales solutions that are tailored to specifically deliver on your business objectives. For more details, call +971 4 360 2813 or email sponsorship@iqpc.ae For more information or to register, contact us: +971 4 364 2975 enquiry@iqpc.ae +971 4 363 1938 www.omancustomerserviceweek.com
  7. 7. TEAM DISCOUNTS 1 December – 4 December 2012 Team discounts available on request. Call + 971 4 364 2975 for more information. Grand Hyatt Muscat , Oman VENUE & ACCOMMODATION Venue: Grand Hyatt Muscat REGISTRATION P.O. Box 951 Shatti Al Qurum Postal Code 133Event Code: 21727.001 Muscat Sultanate of Omanis used to produce delegate badges. Tel: +968 2464 1234 Fax: +968 2460 5282 5 WAYS TO REGISTER Email: muscat.grand@hyatt.com Web: www.muscat.grand.hyatt.com www.omancustomerserviceweek.com +971 4 363 1938 enquiry@iqpc.ae VENUE & ACCOMMODATION: IQPC Dubai FZ LLC, P.O. Box 502397 +971 4 364 2975 Hotel and travel costs are not included in the registration fee. For assistance in your travel and accommodation requirements, please refer to details below: PRIORITY BOOKING FORM• Discounts cannot be combined. Room Reservation Special / corporate rate for room accommodation is available in the hotel. You may closing date. contact the hotel directly as per the details above quoting IQPC Middle East or the name of the conference. Omani registered companies Contact Bindu Babu or Charo Marie at SNTTA Travel & Tours LLC Dubai. Earlybird Price Standard Price E- mail – iqpc@snttadubai.com Payment before 7 Save Tel - + 971 4 2829000 Payment after 7 October Payment after 7 October Fax - + 971 4 2829988 October 2012 up to 2012 by credit card 2012 by bank transfer www.sntta.com Conference + 2 US$ US$ 2,949 US$ 3,299 US$ 3,399 Please book at the earliest for your convenience. Workshop Days 450 Conference + 1 US$ Workshop Day US$ 2,449 US$ 2,699 US$ 2,799 350 US$ CONFERENCE DOCUMENTATION Conference Only US$ 1,799 US$ 1,999 US$ 2,049 300 If you cannot make the dates you can still access all of the presentations delivered throughout the conference days for just US $450, post event. Contact us on +971 4 364 2975 for further details. International companies Earlybird Price Standard Price PAYMENT Payment before 7 Save Payment after 7 October Payment after 7 October • Payment is due in full at the time of registration and includes lunches, refreshments October 2012 up to 2012 by credit card 2012 by bank transfer and detailed conference materials. • Your registration will not be confirmed until payment is received and may be subject to Conference + 2 US$ cancellation. US$ 3,949 US$ 4,399 US$ 4,499 Workshop Days 550 • If a booking is received 10 working days before the conference a credit card number Conference + 1 US$ will be required to confirm your place, likewise if full payment has not been received US$ 3,249 US$ 3,599 US$ 3,699 before the conference date. Workshop Day 450 US$ DISCOUNTS Conference Only US$ 2,349 US$ 2,599 US$ 2,699 350 • All Early Bird Discounts require payment at time of registration and before the cut-off date in order to receive any discount. PRIORITY BOOKING FORM / DELEGATE DETAILS • Any other discounts offered by IQPC (including team discounts) must also require payment at the time of registration.First Name: Surname: • All discount offers cannot be combined with any other offer.Email: Telephone: CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICYJob Title: Department: • You may substitute delegates at any time by providing reasonable advance notice to Nature of Business: IQPC. • For any cancellations received in writing not less than eight (8) days prior to theAddress: conference, you will receive a 90% credit to be used at another IQPC conference whichPostcode: Country: must occur within one year from the date of issuance of such credit. An administrationTelephone: Fax: fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) ofApproving Manager: Training Manager: the conference.Name of Training Manager: Name of Department Head: • In the event that IQPC cancels an event for any reason, you will receive a credit forSignature: Date: 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. Please note: • In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend on the rescheduled date, you will receive a credit for 100% of the your booking. contract fee paid. You may use this credit for another IQPC event to be mutually agreed PAYMENT METHOD with IQPC, which must occur within one year from the date of postponement. • Except as specified above, no credits will be issued for cancellations. There are no By Credit Card refunds given under any circumstances. • IQPC is not responsible for any loss or damage as a result of a substitution, alteration or Please debit my Credit Card Visa Master Card American Express cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Card No: Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous Valid From: Expiry Date: Issue Number: event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency. Card Holder’s name: Signature: PROGRAMME CHANGES • Please note that speakers and topics were confirmed at the time of publishing; however, circumstances beyond the control of the organisers may necessitate Country: Postcode: substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary. PAYMENT TERMS Any substitutions or alterations will be updated on our web page as soon as possible. YOUR DETAILS Account name: INTL QUALITY & PROD CEN FZ LLC • Please email our database manager at enquiry@iqpc.ae and inform him/her of any incorrect details which will be amended accordingly. HSBC Bank Middle East Limited, Bur Dubai Branch, P.O. Box: 66, Dubai, UAE. All Bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount. Researched & Developed by: PAYMENT TERMS: Payment is due upon receipt of invoice. Bookings received within 10 working days of the conference require a credit card number to confirm your place. Payment prior to the event is mandatory for attendance. All bookings gaining the early bird discount must be paid before the early bird date, otherwise the full rate will be applied and charged. In these instances payment of the full amount will be required before entry to the event. For more information or to register, contact us: +971 4 364 2975 enquiry@iqpc.ae +971 4 363 1938 www.omancustomerserviceweek.com

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