Oman Customer Service Week conference to be held 1-4 December 2012 in Muscat, Oman. The conference will focus on developing and implementing a customer service culture to improve organizational performance. Top speakers will provide insights on customer service excellence. Pre-conference workshops on 1 December will allow interactive sessions on creating customer connections and identifying value moments in the customer experience. The two-day conference on 2-3 December will include case studies and panels on topics such as delivering world-class customer service, measuring the customer experience, and empowering employees. Post-conference workshops on 4 December will cover achieving customer engagement and building alignment through a common customer service vision. Attendees can learn strategies to raise service standards, increase customer satisfaction and

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. Pre-conference Workshop Day
Saturday 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. Conference Day One
Sunday 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. Conference Day Two
Monday 3 December 2012
08:30 Registration and coffee 12:30 Lunch break
09:00 Morning chairman’s opening address 14:00 Afternoon chairman’s opening address
Hayssam 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 quality
09:10 Turning soft skills into hard profits: How to make the
change 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 Jissah
Shyam Kumar, Senior Consultant, Up! Your Service
Resort & Spa
09:40 Measuring the customer experience to drive customer
retention 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 industry
Bilal Omari, Director of Consultancy Solutions, Ethos Consultancy • Benchmarking national and international healthcare providers
strategies in driving customer satisfaction
10:10 Morning break Dr. Kamila Al Alawi, Director, Education and Training, The
10:40 Case study: Adjusting to dynamic expectations Royal Hospital
in a multicultural society to ensure customer
satisfaction, 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 employees
Anna Marie Power, Head of Service Training, Service • Achieving customer engagement, loyalty and retention by
Development, Dubai Airports creating sound employee engagement programs
11:10 It’s not customer service that counts, but customer Hayssam Al Amine, Founder and Managing Director, Resource
connection 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 training
Facilitator, Moore Success ME staff in a multicultural environment?
• What best practices can be implemented to sustain
11:40 Panel discussion: Debating the challenges employee engagement, accountability and loyalty?
faced in providing customer service excellence in
a 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 Jissah
Panelists include: Resort & Spa
Bilal Omari, Director of Consultancy Solutions, Ethos
Savio Monserate, Business Development Manager, Khimji’s Consultancy
House of Travel Graham Moore, International Professional Speaker and
Christoph Nissen, Quality Manager, National Ferries Company Facilitator, Moore Success ME
Anna Marie Power, Head of Service Training, Service Develop-
ment, Dubai Airports
Graham Moore, International Professional Speaker and
Facilitator, 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. Post-conference Workshop Day
Tuesday 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. 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 and
foreign visitors. Oman Customer Service Week 2012 will
serve as an interactive platform to bring together regional
and international customer service and human resources
professionals from public and cross industry organisations to
address the existing challenges and discuss key strategies to
develop 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 opportunities
Week 2012?
• Do you want to brand your company as a leader in
customer service?
The Oman Customer Service Week summit will bring together
customer service and human resources professionals from • Do you have solutions to offer to public and private
diverse sectors including banking, insurance, healthcare, entities looking at improving their customer service
manufacturing, retail, government, hospitality, utilities, delivery?
transport, telecom, tourism as well as experts from training
institutes, IT systems providers and consultant agencies to If you have answered yes then branding your organisation
discuss and exchange solutions and best practices in raising at the Oman Customer Service Week 2012 is the
opportunity to promote your expertise and solutions that
the standard and quality of customer service delivery in the
will assist Oman’s public and private entities in improving
Sultanate. their performance. This is also the opportunity to remind
your customers of your commitment in delivering quality
Job 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 and
Media 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. 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 133
Event Code: 21727.001 Muscat
Sultanate of Oman
is 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 POLICY
Job 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 the
Address: conference, you will receive a 90% credit to be used at another IQPC conference which
Postcode: Country: must occur within one year from the date of issuance of such credit. An administration
Telephone: 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) of
Approving 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 for
Signature: 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