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8/4/2019 A0946 Customer Service Ver2
1/11
8/4/2019 A0946 Customer Service Ver2
2/11www.iirme.com/customerservice
Introduction
Leveraging superior customer service management to
sustain market differentiation, improve customer loyalty
and maximise your ROI.
In todays increasingly competitive marketplace,
effectively managing the customer relationship is
essential to both short-term success and long-term
growth. Customers are notorious for their poor loyalty,
it is imperative organisations integrate customer
management into their overall business strategy.
Masterclass Highlights
Are you looking for solutions to these issues?How to create solid relationships with your
customers
Build a winning quality service strategy
Create customer loyalty and building repeat
business
Keep the human connection in the age of
technology
How to serve your customers better by listening
to their needs
Link customer satisfaction and loyalty to business
results
Create an environment for success
Agenda
Customer Service Management
Create a culture of service excellence
Strategies for delivering world-class customer
service
Customer win-back: how to recapture lost
customers
Customer satisfaction is worthless customer
loyalty is priceless
Customer Experience Management
Dene your customer experience
Build superior loyalty by obsessing over every
step of the customer experience
Turn customers into advocates
Know what customers really expect and how to
deliver it
Real People/Real Solutions
Leverage human capital through leadership
Employee loyalty = customer loyalty
How to inspire great performances from your
service workforceHow to teach employees to give 110%...
and then some
Masterclass Timings: Masterclass registration begins at 08:00 with the Masterclass commencing at 08:30 and concluding at 14:30.
There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of
day.
Pre-Forum Masterclass Day: Sunday, 9 November 2008
Keeping Customers For Life
At The End Of This Masterclass, You Will:
Have a clear comprehension of what it takes to
Keep Customers for Life
Learn how to retain customers and maximise customer
loyalty Learn how to directly improve your bottom line through
effective customer-driven strategies
Understand through practical examples and case
study illustrations
About Your Masterclass Leader:
Barbara Wold is an internationally known
speaker and authority to the retail and
consumer industries. More than 40 years of
rsthand retail experience in executive and
sales management, marketing and
repositioning have made Barbara one of retails
most sought after speakers. She is an authority
on building business through customer driven
strategy and maximising human assets.
Her areas of expertise include customer care, marketing strategy,
consumer buying patterns, image, sales and service quality, public
relations, CRM, redevelopment and tourism, which truly makes her
a master in the retail industry. Barbara is now taking on the airport
retail industry and Duty-Free.
She is also considered an expert on what drives the Asian consumer.
Barbara works extensively in SE Asia with the Singapore Retailers
Association, the International Council of Shopping Centres/Asia
Pacic, the Malaysia Retailers Association, Retailer Association of
India, the Confederation of Indian Industry, Images Retail and many
clients from luxury retailers, shopping centres, franchise groups,
licensees to an amusement park.
In an average year Barbara presents over 100 speeches around
the globe and has taught in all 50 of the United States, Puerto Rico,
Guam, Colombia, Brazil, Venezuela, Canada, Singapore, China,
Hong Kong, Philippines, Japan, Indonesia, Malaysia, India and UAE.
Customer Relationship Management
Adopt a single view of the customer through
multi-channel interaction
Turn customer data into customer understanding
Create a real-time enterprise to drive competitive
advantage
Collaborative relationships drive ROI
971-4-3352437 971-4-3352438 [email protected] www.iirme.com/customerservice
Barbara Wold was the buzz word all during lunch . . . everyone walkedaway from the conference with a greater understanding of what customer
service means, how it is effected by the changing demographics and the
services that need to be offered today.BMW of North America
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Forum Day Two: Tuesday, 11 November 2008
15:45 Working Group Session
You told us you want more interaction within the forum.
Working group sessions have been developed to give you
the opportunity to express your challenges, learn from each
other, so you can walk away with tangible solutions to assist
you in your organisation. Each
facilitator will introduce themselves, followed by an open
discussion clinic amongst the table on the
particular theme. You will have the opportunity to hear
from an industry expert as well as exchange ideas on all
four tables during this one hour session.
Table 1: Leadership
Gaining top level buy in showcasing how your bottom line
can be affected by bad customer service.
Facilitator Fritz Bangert, Group Directorof Learning
and Development, Jumeirah Group, UAE
Table 2: Customer Loyalty And Retention
Exploring the true value of retention
Facilitator Adel Abdulla Alromaithi,
Training Manager, Global Learning, UAE
Table 3: Customer Experience Management
How memorable are the services or products you provide?
Facilitator Andrew Kingham, Country Customer
Service Manager, TNT Express, UAE
Table 4: Customer Satisfaction And Metrics
Measuring true satisfaction
Facilitator Graham Burne,
General Manager Customer Service, Nakheel, UAE
16:45 Closing Remarks From The Chairperson
17:00 Close Of Day One
08:00 Morning Coffee
08:30 Chairpersons Opening Address
Barbara Wold, International Speaker,
Author and Business Strategist
Global Retail and Consumer Expert, USA
08:45 Do All Customers Matter?
Too often we spend too much time with the wrong
clients because were not brave enough to let
them go, too dependant upon their low prot
margin business or because we obsess over
turnover not prot or client association and prole.
By creating a template that clearly reects
quality we increase the number of criteria
considered when assessing the quality of our
clients. It is then possible to understand more fully
who the stars are, who should be removed from the
portfolio entirely and who should be nurtured and
given more attention.
The goal here is to create long term valuable
client relationships
Mike Pagan, Professional Speaker, Mike Pagan,
UK
09.30 Delivering An Online Perfect Customer
Experience That Will Wow Your Customers
First impressions are the most important to
customer loyalty
Power of the internet in driving business
success
The importance of a user friendly websiteProfessor Moira Clark, Directorof the
Henley Centre for Customer Management
Henley Business School, UK
10:15 Exploring Best Practice And Frameworks For
Achieving Customer Service Excellence In Your
Contact Centre
Best practice for identifying your customers
needs
Importance of periodically reviewing service
standards
Successfully achieving business excellence in
your contact centre that will sustain long term
growth
Ruth Birkin, Vice President Customer Services,
Gulf Air, UAE
Winner 2006 Middle East Call Centre Manager Of
The Year and 2007 Call Centre of the Year
11:00 Networking And Refreshment Break
11:15 Recruiting Service Stars Identifying The Right
People At The Interview Stage
Hiring for attitude training for skills
Recruiting people with values that t your
business strategy
Having a formulised recruitment process to
ensure consistency
Khaled M. Ramadan, PMP, CCCM, P.CRM,
Assistant General Manager
Head of Alternate Delivery Channels Division, Arab
National Bank, KSA
Winner - Middle East Call Centre of the Year 2006
and Middle East Call Centre Driven Organisation
2007
9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE
Customer ServiceContact Centre Forum
&
971-4-3352437 971-4-3352438 [email protected] www.iirme.com/customerservice
Excellent event! Made me think outside the box after
hearing international experiencesAhmed Al Qassabi
Customer Service Operation Section Head
Nawras, Oman
8/4/2019 A0946 Customer Service Ver2
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12:00 Understanding How Staff Retention Leads To
Customer Retention Happy Staff Contribute To
Happy Customers
Top ten ways to identify motivation problems
through understanding CCC denition,
principles and pillars (people, process,
technology, relationships)
Identify reasons for staff dissatisfaction
Identify reasons for staff satisfaction
Understand the cost related to recruitment and
retention
Identify the key contributing factors to staff reten-
tion through survey, recruitment, training, leader-
ship and supervision
Develop and implement a motivation plan
Track , measure and retain satised staff
Nasa Salah Taha, Operation Manager
Abu Dhabi Distribution Company Customer
Contact Centre, UAE
Winner Call Centre Manager 2007
12:45 Lunch For Speakers And Delegates
14:00 Converting A Complaining Customer Into A
Company Advocate
Using complaints and feedback to your
companys service level
Recognising the importance of a
complaining customer to improve
customer experience and care
How effective problem resolution can have a
positive impact on customer loyalty and advo-
cacy
Andrew McMillian, Former Customer Service
Manager, John Lewis, UK
14:45 Exploring New Contact Channels - Utilising New
Technologies To Deliver Customer Information And
Services More Conveniently And Cost Effectively
Implementing cutting edge technology to
improve productivity and deliver superior
service
Selecting the best technology that will result in
cost saving and increase your revenue
TBC,
Senior Representative, Etisalat, UAE
15:30 Creating An Outsourcing Strategy To Compliment
Your Contact Centre Development Goals
Identify which areas to outsource so as not to risk
losing corporate brand
Ensuring you closely monitor the level of service
quality provided by the outsourcing partner
Gain a competitive advantage and increase
prots through a successful partnership with your
supplierXxxxxx, XXXX,
Xceed Professional Services, UES
16:15 Interactive Voting Session
Using our exclusive interactive voting
technology you will contribute your thoughts on the
key issues raised at the Forum. During a series of live Q
& A sessions facilitated by the chairperson you will be
asked a number of questions to gauge your opinions.
The responses will be automatically collated and
condensed into a report that will be distributed to
all delegates and speakers through the website ve
days after the event.
17:00 Review Of Interactive Voting Results And Closing
Comments From The Chairperson
17:15 Close Of The Forum
9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE
Customer ServiceContact Centre Forum
&
Implementing A Contact Centre Talent Management
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30.
There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.
IntroductionNearly everyone I know has had a bad experience in
relation to phoning a contact centre. And bad news
travels fast.Many contact centres have a notoriously
high turnover of staff, so creating and sustaining the right
culture to attract and retain talented people is even
more challenging. In this workshop, we will consider how
to assess the current state of talent management in your
contact centre; think about how to develop the strategy,but mostly focus on implementation. Whether you are a
business executive or HR professional; in a small or large
contact centre (new or mature), this workshop will strike a
chord.
Workshop HighlightsTalent management in reality
Health check assessment
Strategy development
Putting a talent management strategy into
practice
Agenda
Talent ManagementWhat does it mean in theory?
What does it mean in practice?
Key components of a strategy
www.iirme.com/customerservice
Post-Forum Workshop A: Wednesday, 12 November 2008
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At The End Of This Workshop, You Will:
Understand how to undertake an objective talent
management health check in your contact centre
Have shared solutions and pitfalls, and learned some best
practice implementation techniques from other delegates
Have a clearer understanding about how to
develop a talent management strategy
(or optimise/ne tune your existing one)
Be better equipped to successfully implement the strategy
and take your top management/other key stakeholders
with you on thejourney
Workshop Leader Prole:
Debbie McGowan has more than 20 years
experience in leadership and consultancy roles,
largely within the nancial services industry, but
also within the charity and public sector. She was
latterly Contact Centre Directorfor Lloyds TSB
Bank plc, leading three call centres employing
over 2,000 people. Prior to that, she directed the centralisation ofcustomer calls away from retail branches. She is an ambassador
for diversity and inclusion, being the founder chair of a regional
womens network in the UK. Debbie holds a degree in
mathematics and is an Associate of the Chartered Institute of
Bankers.
Assessing The Current State Of Play Of Talent
Management In Your Contact Centre
An objective health check
How do you measure up?
What about the rest of the
organisation ?
Developing The Strategy
The puzzle
The jigsaw pieces
The complete picture
Implementation
Turning the strategy into reality
The Plan
Words are important.
The Communication
But actions speak louder.
The Delivery
If you dont measure it,
you cant improve it
The Success
Post-Forum Workshop B: Wednesday, 12 November 2008
Winning And Building Premium Client Relationship
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will be
two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.
IntroductionToo often companies spend too much time with the
wrong clients because they are not brave enough to let
them go, too dependant upon their low prot margin
business or because they obsess over turnover not prot.
In todays climate of hyper growth there is no time to carry
poor staff or clients - they must be nurtured, redeployed or
removed!
OverviewWhat would you consider to be the most important
asset in a business? Its staff? Its customers? Well, the
answer is both. Both are clients, one is internal (staff)
and one is external (customers). Both are vital to the
success of a business and need to be treated with equal
amounts of investment and care.
This workshop is designed to improve your approach to
client management. Client proling or segmentation
enables businesses to spend the correct amount of time
with the clients that truly matter for long term growth.
Many businesses offer excuses such as constantly needingto increase the number of clients and not having the time
or resources to really look after the most important existing
clients.
By creating individual premium client templates for
customers, both existing and prospective, you will
change the way you approach client relationships
and management.
When was the last time your business:
- Reviewed progress to date?
- Cleaned its databases?
- Created a formula that reects quality?- Culled the non performers?
This Workshop Equips You With Tools And Techniques To Enable
You To:
Better assess the quality of your clients
Increase the number of criteria considered
Invest the correct level of time, money and effort
into the current stars and potential stars of the future
Boldly remove those that dont t
Reduce the number of marketing activities used to
attract more stars
Focus on the best pipeline for winning business
971-4-3352438971-4-3352437 [email protected]
Very educating, made you aware of how important
customer service is in your organisation
Sanjiv Chhiber
Senior Manager
DP World, UAE
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By The End Of The Workshop, You Will:
Focus on creating long term valuable client
relationships built around real substance
Have created individual templates for quality clients;
both existing and prospective
Incorporate specic techniques relevant to your
clients prole, requirements and real potential
Enjoy more success through focusing on your
premium clients
Have a one page action plan for ongoing
implementation, review and accountability
Workshop Leader Prole:
Mike Pagan is forthright, practical and thought
provoking. He speaks passionately about proling
your clients more effectively and selecting the
correct marketing channels in order to advance
your business.
As a result of seeing, hearing and absorbing one of
Mikes workshops you will go away and take action,
he is not an entertainer he is an agent provocateur. Its not rocket
science its business sense.
He is on a mission to make business simple and doesnt do uff. His
clients understand this rst hand, as his philosophy making business
simple, building relationships and having fun - delivers results.
Effective Performance Measurement ForContact Centres And Help Desks
Post-Forum Workshop C: Thursday, 13 November 2008
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There willbe two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.
Introduction
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Workshop Highlights
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Agenda
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At The End Of This Workshop, You Will:
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Workshop Leader Prole:
Ahmad Tahlakis the founder and Presidentof The TeleServices Company which wasestablished in 2000 and has evolved tobecome a world class Call Centre ServicesOrganisation which specialises in contactcentre establishment, training, and consultancy.He brings in over 18 years of experience inconsulting, training and strategic management
direction in CRM, customer service, and call centre services andsolutions.
Ahmad holds a degree in business administration andmanagement information systems from the University of Arizona, aDiploma in Airline Management from International Air and TransportAssociation (IATA) in Geneva, a Call Centre ManagementCertication in San Diego, USA, was awarded The Global CallCentre Manager of the Year Award for two consecutive years in2001 and 2002 from The International Call Centre ManagementAssociations (ICCM), Chicago, USA.
During his professional career, he spearheaded the set up ofEmirates Airline Call Centre which he turned from a cost to a protcentre and established the DNATA call centre as a one-stop-shopfor multiple airlines prior to moving to his own consultancy andtraining rm. He established Emirates
Marketing and Promotions (EMP) in 2005 and currently heoversees the strategic management of EMP which providesstate-of-the-art call centre solutions and direct marketingservices along with promotions in diversiedelds.
www.iirme.com/customerservice
8/4/2019 A0946 Customer Service Ver2
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ntroduction
Customer Service data is of no use if you are not
measuring it properly and using the information effectively
o improve service to your customers. This workshop will assist
ou in developing Key Performance Indicators both internally
nd externally to ensure you are measuring the right metrics.
ou will then learn how to use this data
ffectively so you can provide the WOW factor to both your
nternal and external customers.
Workshop Highlights
What to measure how to identify key drivers
The relevance of different measures for different
organisationsObjective measures their benets and drawbacks
Subjective measures how to make them more
robust and meaningful
How to report measures and who to
How to introduce KPIs to maximum effect
genda
What Will Differentiate Your Organisation
How to identify what will make a difference
What is important for the organisation
What is important for customers
What will stand out from your competitors
Data Driven Measurements
Staff turnover
Staff cost percentage to sales
Footfall measures
Call centre performance measures
Automated customer feedback capture
Experience Measures
Employee opinion surveys
Mystery shopping
Customer comment cards/voicemail/e.
mail/text/web surveys
Customer focus groups
Large scale customer perception surveys
Customer complaints and appreciations
Reporting And Analysis
Who should see the statistics
How should data be reported
KPIs and PIs
Introduction of KPIs to maximum effect
Internal competition
Correlation to nancial performance
Understanding How To Develop And MeasureCustomer Service Experience
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will
be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.
At The End Of This Workshop, You Will:
Have started a review of your own customer service strategy
and what you measure
Understand the benets and drawbacks to data driven and
experience driven metrics
Have reviewed the KPIs for your organisation and their
relevance
Have considered some new measures
Understand how to implement measures and how they can
improve customer experience and nancial performance
Workshop Leader Prole:
Andrew McMillan, Principal Consultant, Charteris Plc, Formerly
Manager, Customer Service, John Lewis, UK
Andrew joined John Lewis as an A level trainee at
John Lewis Brent Cross. The original intention was
to stay for a year or so while he decided whether
to go to university or embark on another career;
the logic being that he liked working with people
and John Lewis would look good on his CV!
Several years later having been a Selling Assistant and Assistant
Manager in a variety of departments at Brent Cross he was made
Department Manager of Furniture at John Lewis Watford. A few
years later he moved to John Lewis Oxford Street as Department
Manager, Beds and Bedroom Furniture and a few years after that
moved to Head Ofce to manage the Intelligence department.
The Intelligence team are an internal consultancy whose brief is to
look at all aspects of the business from a customers perspective
and deliver appropriate recommendations to the relevant
Directors.
He was then appointed to manage customer service for the
department store division, a post he held for eight years. He
was responsible for all customer complaints that went through to
Head Ofce and numerous service related projects such as the
running of customer focus groups in branches, comment cards,
establishing the balance between service and productivity and
point of sale developments. However, most of his time was spent
developing the culture and attitude towards customer service
and selling with the 20,000 customer facing Partners in the 26
John Lewis shops across the UK, his focus being to ensure every
customer received a unique brand of John Lewis service every
time they shopped.
Earlier this year Andrew left John Lewis and joined Charteris,
a business and IT consultancy based in The Barbican. He is
now helping other businesses develop their customer serviceexperience delivered through their people and has already
started work with three local government authorities, a bank and
two retailers.
Post-Forum Workshop D: Thursday, 13 November 2008
971-4-3352438971-4-3352437 [email protected]
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Endorsing Bodies
Institute of Customer Service is the independent
professional body for customer service. Their primary
purpose is to lead customer service performance and
professionalism.
ICS is a not-for-prot company established in February
1997 by a group of cross-sector employers who decided
that customer service performance and the status of those
working directly or indirectly in customer service roles
needed to be signicantly raised.
They are a membership organisation with bothOrganisational Membership - from across the private and
public sectors - and Individual Membership. In believing
that customer service is increasingly thedifference
between success and failure, ICS supports its
organisational members in raising customer service
standards and individual members in achieving
professional recognition. In particular they:
Inuence employers and policy makers
Spread authoritive knowledge and good practice
in customer service
Dene national professional customer service
standards and ways they can be acquired
including the ICS Professional Awards and N/SVQs
in customer service
Conduct wide-ranging customer service research
Supporting the lifelong development of customer
service professionals
Recognise achievement
For further information surrounding the work of the Institute
visit www.instituteofcustomerservice.com
stablished in 1994 to promote the profession of Call Centre
Management, the CCMA (UK) is an
ndependent, not for prot organisation for Call Centre
Managers, Supervisors and Team Managers funded by
membership subscriptions. The CCMA is run on an unpaid,
oluntary basis by an elected Board of call centre
rofessionals who give up their own time to put something
ack into their industry and help to support others.
here are around 600 CCMA members in the UK and ourmission is to contribute to the continuous
rofessional development of call centre managers and
upervisors and to assist wherever we can in sourcing high
uality training courses.
www.iirme.com/customerservice
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Ofcial Telecoms Partner
Etisalat has been the telecommunications service
provider in the United Arab Emirates since 1976.
Since then, it has built up state-of-the-art telecom
infrastructure and taken a leadership position of
innovation and reliability among regional and
international operators.
Penetration of Etisalats mobile phone service in the
UAE exceeded 152 per cent in November 2007.Internet and broadband penetration in the UAE
exceeded 60 per cent, a signicant achievement
compared to regional average. Etisalat has
roaming agreements with over 444 operators around
the world.
The corporation is one of the top 500 companies
based on market capitalisation according to the
Financial Times. It operates across 16 markets, with
investments in ten African markets including Nigeria
(to launch in 2008), Sudan, Zanzibar and West Africa.
In the Middle East, Etisalat subsidiaries can be found
in Egypt, and Saudi Arabia, whilst in Asia, Etisalat has
interests in Afghanistan, Indonesia and Pakistan.
Sponsorship & ExhibitionOpportunities
Only at IIRs Customer Service andContact Centre Forum will theregions leading decision makers
be discussing the way forward andbe seeking new solutions andservices. They will be networking withpotential partners to evaluate theright consultants within the area ofattaining excellence.
There are limited sessions andplaces available on the programmefor our event sponsors, so if you havethe solutions please contact Andrew
Watts on +971 4 407 2718 or [email protected] for details onpackages to suit your needs.
www.iirme.com/customerservice
Sponsor
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IIR Middle East Certifed by
PERSONAL DETAILS
Please the sessions you wish to attend:
WEB A0946
FIVE WAYS TO REGISTER
www.iirme.com/customerservice
IIR Holdings Ltd.
P.O Box 21743
Dubai, UAE
GCS/IIR Holdings Ltd.
P.O Box 13977
Muharraq, State of Bahrain
SIGNIFICANT GROUP DISCOUNTS AVAILABLE!Contact Details:
Tel: +971-4-3352483 Email: [email protected]
Title First Name Surname Job Title Department Email
1st Delegate
2nd Delegate
3rd Delegate
4th Delegate
Head of Department
Training Manager
Booking Contact
Company: ..................................................................................................................................................................................................................
Address (if different from label above): .....................................................................................................................................................................
Postcode: ........................................... Country:.......................................Tel: ................................................... Fax: ...............................................
No. of employees on your site:1000+ 500-999 250-499 50-249 0-49
Nature of your companys business: ...................................................... YES! I would like to receive information about future events & services via email.My Email address is: .....................................................
Cancellation
If you are unable to attend, a substitute
delegate will be welcome in your place.
If this is not suitable, a US$ 200 service
charge will be payable. Registrations
cancelled less than seven days before the
event must be paid in full.
Avoid Visa Delays - Book Now
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.
Event Venue:
JW Marriott Hotel, Dubai, UAE
Tel: 971-4-262 4444
Accommodation DetailsWe highly recommend you secureyour room reservation at theearliest to avoid last minuteinconvenience. You can contact theIIR Hospitality Desk forassistance on:Tel: 971-4-4072693Fax: 971-4-4072517Email: [email protected]
Payments
A conrmation letter and invoice will be sent upon receipt of your
registration. Please note that full payment must be received prior to the event.
Only those delegates whose fees have been paid in full will be admitted to the
event. You can pay by company cheques or bankers draft in Dirhams or US$.
Please note that all US$ cheques and drafts should be drawn on a New York
bank and an extra amount of US$ 6 per payment should be added to cover
bank clearing charges. All payments should be in favour of IIR Holdings Ltd.
Card Payment
Please charge my credit card: Visa Mastercard American Express
Name on Card: ..................................................................................
Card Number: ............................................... Exp. Date: ....................
Signature: .........................................................................................
To assist us with future correspondence, please supply the following details:
IK XXXXXX
Event
Customer Service and
Contact Centre Forum
Before 24
August 2008
Between 24
August and 14
September 2008
After 14
September 2008
Entire Event US$ 4,195SAVE US$ 2,190
US$ 4,445SAVE US$ 1,940
US$ 4,695SAVE US$ 1,690
Two-Day Forum and any2 Workshops(Masterclass + 1workshop)
US$ 3,785SAVE US$ 1,345
US$ 3,985SAVE US$ 1,145
US$ 4,185SAVE US$ 945
Two-Day Forum and any1 Workshop/Masterclass
US$ 3,155SAVE US$ 720
US$ 3,305SAVE US$ 570
US$ 3,455SAVE US$ 420
Two-Day Forum US$ 2,420
SAVE US$ 200
US$ 2,520
SAVE US$ 100
US$ 2,620
1 Workshop/MasterclassUS$ 1,155SAVE US$ 100
US$ 1,205SAVE US$ 50
US$ 1,255
Pre-Forum Masterclass 9 November 2008Keeping Customers For Life
Two-Day Forum 10 - 11 November 2008
Post-Forum Workshop A 12 November 2008mplementing A Contact Centre Talent Management Strategy
Post-Summit Workshop B 12 November 2008Winning And Building Premium Client Relationships
Post-Summit Workshop C 13 November 2008Effective Performance Measurement For Contact Centres And Help Desks
Post-Summit Workshop D 13 November 2008Understanding How To Develop And Measure Customer ServiceExperience
Early Bird Discounts
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9 - 13 November 2008 JW Marriott Hotel, Dubai, UAE
Customer ServiceContact Centre Forum
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