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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 is passionate about customer service and has over 30 years' experience of working in the service sector. He strongly believes that all organisations should ensure all their people and all their processes should be oriented towards the customer making them truly customer centric. As a result of his reputation in the area of customer service Leicester University (UK) commissioned him to write and deliver a module on Customer Service Measurement for a Master's Degree programme; this course has its origins in that programme.

    Alan regards customer service as the key element of a quality strategy – a strategy that seeks to deliver breakthrough improvements for the customer – and he has worked as a quality practitioner for nearly 30 years. He first became aware of the Total Quality movement in 1986, while Personnel Director of Mortgage Express, a UK home loans company. It was there that he launched his first quality management programme. As a result of the success of that programme Alan was invited to set up a new company, TSB Homeloans Ltd., the home loans arm of TSB Bank, a UK retail bank now part of the Lloyds Banking Group. The company was established in Scotland during 1989 and Alan was Managing Director until the merger of TSB Bank plc with Lloyds Bank plc in 1997.

    During the period of Alan's tenure as Managing Director, TSB Homeloans won the following awards:

    • The Digital Quality Award (1993)
    • The Quality Scotland Prize for Business Excellence (1994)
    • The Quality Scotland Award for Business Excellence (1996)
    • In addition, Mortgage Express Ltd won the British Quality Award in 1996

    Prior to taking up his general management role Alan had some 20 years' experience in senior roles in human resource development and as a result Alan is a highly effective presenter and facilitator. Following the merger of TSB Bank Ltd with Lloyds Bank plc., Alan was appointed Head of Quality Management, responsible for establishing and deploying business excellence throughout the organisation.

    Alan Power's courses have been accredited to award CPD (Continued Professional Development) credits by the CPD Standards Office; for further information, see www.cpdstandards.com



    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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