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ILM Endorsed Customer Service Manager
معهد القيادة والإدارة – المدير المعتمد لخدمة العملاء
Developing And Implementing Best Practice Customer Service Strategies For Private And Public Sector Organisations
22 – 26 October 2017
Kempinski Hotel, Mall of the Emirates, Dubai, UAE

This course will address the process of designing and implementing a customer service system as a major competitive tool. Each day will concentrate on the provision of customer service from the individual, the company and a global perspective. It deals with determining the service expectations of different customer groups and developing a service strategy around their needs. It will address the importance of client relationships, how to write standards and how to develop top quality customer service teams.

تتناول هذه الدورة عملية تصميم وتنفيذ نظام خدمة العملاء كأداة تنافسية أساسية. سوف يركز المشتركون كل يوم على توفير خدمة العملاء من قبل الأفراد والشركات ومن منظور عالمي. كما سيتم تحديد كيفية التعامل مع توقعات خدمة العملاء المختلفة، ووضع استراتيجية الخدمة لتلبية كافة احتياجاتهم. وستتناول الدورة أهمية العلاقات مع العملاء، وكيفية كتابة المعايير وتطوير فرق خدمة العملاء عالية الجودة.

  • Think "Big Picture"
  • Social Media And Its Impact On Customer Service
  • Think "Internal" - People And Strategy
  • Think "Personal"
  • ما هو التميّز في خدمة العملاء؟
  • سلطة العملاء
  • معدل دوران العملاء
  • علاقات العميل ومصفوفة الولاء للمحاسبة
  • قياس رضا العملاء
  • وضع خطط لكسب ولاء العميل
  • المصادر الرئيسية الثلاث لقيمتكم في نظر العملاء
  • وضع استراتيجيات الخدمة
  • خلق ثقافة التميز في خدمة العملاء
  • الإدراك
  • "دورة الثقة
  • إيجاد حلول إيجابية لشكاوى العملاء
Who Should Attend

This course is specifically designed for all employees who are actively involved with providing customer service excellence, and those employees who are charged with setting up the strategies that support the corporate customer service initiatives in their organisations.

تم تصميم هذه الدورة لجميع الموظفين المعنيين بتقديم التميز في خدمة العملاء.

Benefits Of Attending
  1. Identify your customers, what they expect and the sources of customer power, and use this information to develop and target your customer service strategy eectively
  2. Create quality service standards to benchmark your provision of products and services, and use customer feedback to improve your service
  3. Develop positive solutions to customer complaints and transform your most challenging customers into champions by recognising their personality types, what they value and their needs
  • تحديد الزبائن، وتوقعاتهم ومصادر طاقة العملاء، واستخدام هذه المعلومات لتطوير واستهداف استراتيجية خدمة العملاء بفعالية
  • إنشاء معايير جودة الخدمة لقياس المنتجات والخدمات، واستخدام ملاحظات العملاء لتحسين الخدمة
  • وضع الحلول الإيجابية لشكاوى العملاء وتحويل العملاء الذين يشكلون تحديًا لكم إلى أبطال من خلال تحديد أنواع شخصياتهم، ومعنى القيمة بالنسبة لهم واحتياجاتهم
In Association With

    The Institute of Leadership and Management (ILM)

    The ILM is the UK's largest awarding body for leadership and management qualifications. ILM partners with over 2,000 ILM-approved centres, comprising private training providers, further and higher education colleges, and employers delivering in-house management training.

    When you register for an Informa/ILM Endorsed Programme you can be sure that it is:

    1. Practically based, and will complement your role at work
    2. Expertly designed to meet the needs of leaders and managers across all business sectors
    3. Supported by comprehensive learning resources
    4. Externally recognised as a high quality programme

    Bonus: every learner registered on any type of ILM programme is automatically entitled to 12 months of free studying membership with the Institute of Leadership and Management which brings a terrific range of benefits.

    For full details of the benefits of studying membership please visit

Course Director

    Jacqueline Klauer
    Managing Director
    FUTURE LINK Consulting Pty. Limited

    Jacqueline Klauer is in international demand as a leadership expert and people development strategist. She is an outstanding, polished facilitator who is a long-standing Senior Associate with Informa. Having the experience of working in over 60 countries across the Americas, Africa, the Middle East, Asia and the South Pacific, Jacqueline has the enviable ability to provide focus to the most complicated of subjects and delivers training that is innovative, fun, and highly customised to organisations, business units and individuals.

    With a background in both psychology and education, Jacqueline brings a sensitivity to the seminar environment rarely experienced by delegates, and her workshops are often described as the "best ever attended". She has an extensive background as an international corporate executive, enabling her to deeply understand, from a first-hand perspective, the challenges experienced by those individuals seeking to advance their skills and knowledge in global business.

    Now Managing Director of her own consulting practice, Jacqueline has worked with clients in federal, state and local government, education, gas and oil, fast-moving consumer goods, banking, telecoms, tourism, healthcare and more. She divides her professional time between roles as a management consultant, speaker, facilitator, trainer, courseware developer and coach.

    An award-winning author, Ms. Klauer has written courses that are now endorsed by ILM in the UK, the Chartered Management Institute in the UK, and the Australian Institute of Management where she has been awarded a Fellowship. In addition to tertiary qualifications, she is accredited in the facilitation of proprietary human capability assessments including the testing of Emotional Intelligence (EI). Described by her clients as "professional, energetic, open, inspiring, engaging and empowering", Jacqueline makes learning fun and, importantly, helps delegates get "real-world" results.

    Jacqueline is a member of the Society for Human Resource Management (SHRM) and has been awarded the Human Resource Business Professional (HRBP®) which is a global, competency-based credential that is designed to validate professional-level core HR knowledge and skills.

Venue and Accommodation

    Kempinski Hotel, Mall of the Emirates

    Dubai, United Arab Emirates

    Kempinski Hotel Mall of the Emirates

    Celebrate the 10 year anniversary of Kempinski Hotel Mall of the Emirates which is connected to the award winning Mall of the Emirates, retailing 560 prestigious brands, a 24 screen multiplex cinema and the region's largest indoor ski slope and snow park.

    With 393 rooms and suites, including 20 stunning Aspen Chalets, we boast some of the most unique and modern accommodations. All rooms are well equipped with the state of the art technology for your comfort.

    A destination guaranteed to create memorable moments for business or leisure travelers; we welcome you to a five star luxury retreat.

    Kempinski Hotel Mall of the Emirates Dubai
    Sheikh Zayed Road, Al Barsha
    P.O. Box 120679
    Dubai, United Arab Emirates

    Tel +971 4 341 0000
    Fax +971 4 341 2327


    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


    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.

Course Fees
Date Course Fee Before
13 August 2017
Course Fee Before
17 September 2017
Final Fee
22 – 26 October 2017
US$ 4,495 US$ 4,995 US$ 5,495
Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance.

Pricing excludes 5% VAT, where applicable


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

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