Certificate In Measuring, Monitoring And Improving The Customer Experience is part of the Knowledge & Networking Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 3099067.
Certificate In Measuring, Monitoring And Improving The Customer Experience
قياس ومراقبة وتحسين تجربة العملاء
How To Listen To The Voice Of Your Customers And The Voice Of Your Processes
4 – 7 December 2017
Venue TBC, Dubai, UAE
Download Brochure
Watch Video

Watch Alan Power on Measuring, Monitoring and Improving the Customer Service Experience

Watch Alan Power on Measuring, Monitoring and Improving the Customer Service Experience
Call Me Back
Listen to Alan Power on Develop And Establish A Business Improvement Strategy – Your Implementation Plan

This course features discussions, case studies and exercises to improve delegates’ understanding of customer experience, measuring and monitoring customer expectations, designing effective questionnaires and other tools to help them stay ahead of their competition.

تتميز هذه الدورة بالمناقشات ودراسات الحالة والتمارين لتحسين فهم المشتركين لتجربة العملاء، وقياس ورصد توقعاتهم وتصميم الاستبيانات الفعالة وغيرها من الأدوات لمساعدتهم على تصدر المنافسة.

Course Content
  • The Business Case
  • Developing A Customer-Centric View
  • Measuring And Monitoring The Quality Of Process Outputs
  • Measuring And Monitoring The Capability Of The Transformation Process
  • Measuring And Monitoring Outcomes
  • Using Gap Analysis To Identify Improvement Priorities
  • Measuring And Monitoring Customer Satisfaction
  • Analysing And Interpreting The Results Of A Customer Survey
  • Reporting The Results Of A Customer Survey
  • Complaints And Complaint Management
  • Developing Insights Into The Drivers Of Customer Satisfaction
  • حالة الأعمال
  • تطوير نظرة تركز على العملاء
  • قياس ومراقبة جودة المخرجات العملية
  • قياس ورصد قدرة عملية التحول
  • قياس ورصد النتائج
  • استخدام تحليل الثغرات لتحديد أولويات التحسين
  • قياس ورصد رضا العملاء
  • تحليل وتفسير نتائج مسح العملاء
  • الإبلاغ عن نتائج مسح العملاء
  • الشكاوى وإدارتها
  • تطوير الأفكار الخاصة ببرامج رضا العملاء
Who Should Attend
This course is designed for you if you work in customer services, customer relations, marketing, sales, service quality, client relations, collections, operations, complaints handling and customer support roles in both the manufacturing and the service sectors.

تم تصميم هذا البرنامج للعاملين في مجال خدمات العملاء والعلاقات معهم، والتسويق، والمبيعات، وجودة الخدمات والعلاقات بين العملاء، والتحصيل، والعمليات، والتعامل مع شكاوى العملاء وتقديم خدمات الدعم في كل من قطاعي الصناعة والخدمات.

Benefits Of Attending
  • Develop a customer-centric culture based on a deep understanding of your customers' expectations
  • Develop a culture of measuring and monitoring the drivers of a customer service that impacts customer loyalty and retention
  • Design an effective questionnaire to analyse and interpret your survey results accurately
  • Appreciate your customers' expectations, experiences and behaviour
  • Introduce a complaints management process that helps you effectively respond to customer complaints
  • Build customer loyalty and effectively address any customer service shortcomings
تطوير ثقافة تركز على العملاء استنادًا إلى فهم عميق لتوقعاتهم تطوير ثقافة قياس ومراقبة برامج خدمة العملاء التي تؤثر على ولائهم واستمرارهم بالتعامل معكم تصميم استبيان فعال لتحليل وتفسير نتائج المسح الخاص بكم بدقة تقدير توقعات عملائكم وخبراتهم وسلوكهم تقديم عملية إدارة الشكاوى التي تساعدكم على الاستجابة بفعالية لشكاوى العملاء بناء ولاء العملاء والتصدي بفعالية لأي قصور في خدمتهم
In Association With

    The George Washington University (GWU)

    The George Washington University School of Business is dedicated to excellence in its teaching and research about management within the United States and internationally. The school has a 75-year history of preparing men and women for leadership in both the private and public sectors. Known internationally for its dedication to academic excellence, the school draws students from all parts of the US and around the world. For further information on George Washington University School of Business, please visit their website www.sbpm.gwu.edu

    As Informa Middle East's academic partner, GW reviews a selected range Informa business and finance certificate courses and programmes. Delegates successfully completing these courses receive an Informa/GW Certificate of Completion. GW is also our academic partner for TwentyEighty formerly ESI) courses.

    Alan Power
    Managing Director
    Mpower (UK) Ltd., UK

    Alan Power believes few people today show real leadership – there are many managers about but there are very few genuine leaders. So how do you regard yourself: a Leader or a Manager? You might ask 'what's the difference?' and the answer is: managers have subordinates but leaders have followers! Which, of course, begs another question: 'are you a Leader or a Follower?'. Reflect on how you do your job; did anyone do this job before you? If so, have you carried on doing it the same way as the previous incumbent (i.e. you followed) or have you radically changed the way the job is done to the benefit of all the stakeholders? If you have, maybe you are a Leader. But maybe this thinking is a little simplistic as it suggests that leaders and managers are a different breed when this is obviously not the case because sometimes we lead and sometimes we manage – in other words people can be both leaders and managers and call upon their different skills whenever the situation demands.

    Throughout his career, Alan has been called upon to be both a leader and a manager so has a clear understanding of the requirements of both roles.

    As a Leader, Alan set up several new functions while employed in a major UK bank. For example, he set up the bank's first training centre; became the youngest departmental head in the bank's history; was the first manager to launch a Quality Management system, and used Quality Management to set up a new mortgage company (which won a national award for Quality Management); and he was the first manager in the bank to adopt the Balanced Scorecard.

    As a management development and training professional, Alan qualified as a Leadership Trainer to deliver Action Centred Leadership in the 1970s and has delivered Leadership courses to countless delegates over the years and, with his personal experience as a Leader, his programmes are enriched by his personal experience.

    In 2003, Alan left the corporate world to set up his own consultancy specialising in Leadership, Operations Management, Business Excellence, Lean Thinking, Six Sigma and Customer Service Excellence.

Held several senior positions in major UK companies, including Head of Training & Development, HR Director, Head of Quality Policy & Strategy and General Manager.

Keen interest in leadership, management development and in new and creative ways of running a business - he enjoys challenging the status quo!

Winner of several quality awards including the prestigious Quality Scotland Award for Business Excellence.

    Dubai, UAE

    Dubai, United Arab Emirates

    Dubai is a luxurious city destination offering a contrast of east meets west, where the traditional and modern blend in harmony. Dubai is one of seven emirates that belong to the United Arab Emirates located in the Middle East.

    Some fast facts about Dubai, UAE

    • About 80 airlines land daily at the Dubai International Airport.
    • English is spoken quite fluently even though Arabic is the official language
    • Dubai has the largest free trade zone in the Middle East
    • The currency used is UAE Dirham which is pegged to the US Dollar
    • The time zone is GMT +4
    • Friday most businesses stay closed as it is the day of Friday prayers (Jumu'ah)
    • In 2016 Ramadan will take place in June

Date Course Fee Before
25 September 2017
Course Fee Before
30 October 2017
Final Fee
4 – 7 December 2017
US$ 3,995 US$ 4,495 US$ 4,995

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and pass the final day examination will receive an Informa/GW Certificate of Completion.


Book and pay full fee for two colleagues and the third attends for FREE

  • Not applicable in conjunction with corporate discounts
  • Payment to be settled before start of the course to avail the offer
  • This offer is not applicable on Early Bird Prices

For more information, email Andy Watts on a.watts@informa.com

You Might Want To Check These Related Events
Copyright © 2016. KNect365, All rights reserved