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Measuring, Monitoring & 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
Dusit Thani Hotel, Dubai, UAE
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Overview

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
  • Explain how to develop customer-centric culture based on a comprehensive understanding of customer expectations
  • Describe customer expectations
  • Demonstrate an ability to analyse the gap between customer expectations and customer experience
  • Outline a strategy for closing the gaps between customer expectations and customer experience
  • Explain how to motivate employees to deliver superior customer service
  • Outline a strategy for obtaining regular customer feedback
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

    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.

    Dusit Thani Hotel

    Dubai, United Arab Emirates


    Dusit Thani Dubai

    Dusit Thani Dubai is an iconic 5-star luxury hotel that captures the essence of Thailand in the vibrant centre of this cosmopolitan city, the jewel of the UAE.

    The hotel is strategically located just five minutes from Dubai's main business hub, within walking distance from the nearest metro station and just 15 minutes from the airport. In addition, the world's tallest building, the Burj Khalifa, and the world's largest shopping mall, The Dubai Mall, are just a short walk from Dusit Thani.


    Dusit Thani Dubai
    133, Sheikh Zayed Road
    P.O. Box 23335 Dubai
    Dubai, United Arab Emirates

    Tel +971 (4) 343 3333
    Fax +971 (4) 343 4222

    www.dusit.com/dusitthani/dubai/

    Accommodation

    Special delegate rates have been negotiated at selected hotels and we highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Hospitality Desk for required assistance on:

    T:+971-4-407 2693
    F:+971-4-407 2517
    E: hospitality@informa.com


    VISAS

    Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process.


Date Course Fee Before
25 September 2017
Course Fee Before
30 October 2017
Final Fee
4 – 7 December 2017
(BC6903)
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 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

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