Oman Customer Service Week

Ministry of Commerce & Industry AER

1-4 December 2012Grand Hyatt Muscat, Sultanate of Oman

Book before 7th October

2012 and save up to

US$ 550

Outstanding executive contributions providing essential insight:

His Excellency Eng. Ali binMasoud bin Ali al Sunaidy

MinisterMinistry of Commerce and Industry

Ross CormackChief Executive Officer

Nawras

Hayssam Al AmineFounder and Managing Director

Resource Performance Management

Anna Marie Power Head of Service Training

Service Development Dubai Airports

Top speakers:Ian Benfield, Director of Customer Affairs, Authority for Electricity Regulation (AER) OmanShyam Kumar, Senior Consultant, Up! Your ServiceBernard Viola, General Manager, Al Bustan PalaceBen Churchill, Managing Director, Emrill Integrated Facilities ManagementFatma Al Sinawi, Training Manager, Shangri-La Barr Al Jissah Resort & Spa

For more information or to register contact us onTel: +971 4 364 2975 Fax: +971 4 363 1938

Email: [email protected]

Developing and implementing a customer service culture to improve your organisation’s performance

Researched &developed by:

Benefits of attending:Develop a customer centric culture and strategy to raise service standards and improve customer satisfaction, retention and loyaltyUnderstand customer needs and expectations by regulary measuring and monitoring your organisation’s performanceEnhance employee engagement and empowerment through continuous learning and coachingBenchmark innovative technologies and initiatives to build your organisation’s capabilities and achieve customer service excellence

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Pre-conference Workshop Day Saturday 1 December 2012

IQPC’s workshops are unique opportunities to spend valuable time with industry experts. These interactive sessions are extended to ensure that you will get to the heart of the conference’s most critical issues and uncover practical solutions you can apply in your own company.

09:00 – 12:00 Workshop A - Creating a culture of customer connection to deliver exceptional customer service…………………………………………………………………..........................Customer service is about delivery. Exceptional customer service is about the level of that delivery. Customer connec-tion is the heart of customer service and will determine whether the experience is remembered positively long after and will lead to repeat business. Customer connections will directly impact the bottom line of companies who actively pursue this approach. Understanding and ‘living’ an approach of customer connec-tion has its challenges and its benefits - so what are they?

By attending this workshop you will gain an understanding of how customer connection builds relationships, reduces complaints, increases customer retention, secures customer advocates and ensures staff retention. You will understand the importance of recruiting for the ‘unteachables’ and then teaching the competencies. You will also explore how to sustain this culture and motivate the driver of this culture within your organisa-tion and review ways of deepening the connection.

Key topics to be discussed:• Understanding the element of a culture of customer connection• Create customer connection within your organisation• Recruit for ‘customer connection’

Who should attend:• Senior business and government officials• Customer service executives• HR and training professionals

Workshop Leader:

Graham Moore, International Professional Speaker and Facilitator, Moore Success ME

13:00- 16:00 Workshop B- Value Moments: Aligning and focusing organisations efforts in the areas contributing the most to a “perfect” customer experience

Value Moments is the product of extensive research conducted over the past three years in the field of customer experience. Organisations might fail to understand that each moment within a customer’s experience is not equal whereas it is a critical factor to consider when conducting research to determine customer satisfaction or assess service performance.

By attending this workshop, you will learn how to identify the Value Moments within the customer experience journey. You will understand how to follow the essential yet practical approach in order to exceed your customers’ expectations and drive sustainable customers’ loyalty.

Key topics to be discussed:• Mapping customer experience• Implementing the Value Moments process• Using Value Moments as a measuring and reporting tool

Who should attend:• Senior business and government officials• Customer service executives• HR and training professionals

Workshop Leader:

Bilal Omari, Director of Consultancy Solutions, Ethos Consultancy

+971 4 364 2975 [email protected] +971 4 363 1938

For more information or to register, contact us:

www.omancustomerserviceweek.com

Ten quick customer service tips:

1. Deliver ‘customer experiences’2. Communicate clearly and effectively3. Identify and anticipate customer needs4. Treat any employee well5. Always measure service quality and feedback6. Address negative criticism7. Appreciate and reward old customers8. Establish processes that are customer friendly 9. Always go the extra mile10. Monitor your competition

Oman has always been a favourite tourist destination for both regional and international visitors due to its unique

nature and culture. However, with neighbouring countries focusing on attracting tourists by providing special customer experiences, Oman’s unique-ness should also be based on the level of its service; the only true differentiator! Today, customers first choose service over product and place customer service at the top of the list of their purchase criteria. We must build

our service profile based on an already long existing and friendly local culture; the challenge now is to make that

culture a global one!

Hayssam Al Amine, Founder and Managing Director, Resource Performance Management

Conference Day OneSunday 2 December 2012

08:30 Registration and coffee

09:00 Chairman’s opening address

09:10 Opening keynote speech

His Excellency Eng. Ali bin Masoud bin Ali al Sunaidy, Minister, Ministry of Commerce and Industry

09:30 Case study: Understanding the impact of customer service excellence on company branding

• Exceeding customer expectations to differentiate your brand from competitors• Ensuring internal strategies and processes fit your brand values• Guaranteeing customer experience to create a powerful brand

Ross Cormack, Chief Executive Officer, Nawras

10:00 Panel discussion: Delivering world-class customer service standards in Oman

• Why is achieving world class customer service so important?• How do you make sure that customer/citizen service is at the heart of what you do?• What techniques do you use to ensure your organisation/ government body really embraces excellent customer service?• What role do you play in ensuring your company lives by its vision? • What challenges do you face in achieving your visions?

Panelists include:

Ross Cormack, Chief Executive Officer, NawrasAbdullah Al Raqadi, Director General Assistant for Applications, Governorates and Hospitals, Directorate General of Information Technology, Ministry of HealthOmar bin Faisal Al-Jahadmi, Director General of Consumer Services and Market Control, The Public Authority for Consumer Protection

10:30 Morning networking break

11:00 Implementing customer service standards throughout your company to ensure continuity of service

• Analysing the importance of a top down approach in the creation of an effective customer service culture• Understanding the importance clear standards play in ensuring continuity of service• Highlighting the positive effect customer service standards have on the company’s bottom lineBen Churchill, Managing Director, Emrill IntegratedFacilities Management

11:30 Case study: Fulfilling the Gold Standard: Integrating the Ritz’s Carlton’s vision into Al Bustan Palace

• Reviewing the evolution of the customer service Gold Standard• Discussing the practical implementation of a company wide standard• Sharing the challenges of providing continuity of service in a multicultural environment

Bernard Viola, General Manager, Al Bustan Palace

12:00 Lunch break

13:30 Communicating service standards effectively to drive service excellence and increase customer awareness

• Understanding and managing customer needs and expectations• Defining clear service standards and customer service procedures to customers and employees • Driving and motivating employees to deliver services up to expected standards

Ian Benfield, Director of Customer Affairs, Authority for Electricity Regulation (AER) Oman

14:00 Case study: Developing a successful customer service department to enhance your organisation’s competitiveness

• Realising the importance customer service plays in remaining competitive• Creating a solid plan for developing an effective customer service department• Assessing the challenges and benefits of developing and managing a customer service department

Hawra Al Lawati, Customer Relationship Management (CRM) Manager, Dhofar Automotive

14:30 Panel discussion: Building a customer service culture country and company wide• How is customer service perceived in the Sultanate of Oman?• In which areas are the biggest improvements needed?• What are the steps being taken to make the necessary changes?• What challenges do you face in implementing a customer/citizen centric culture and company?

Panelists include:

Ben Churchill, Managing Director, Emrill Integrated Facilities ManagementBernard Viola, General Manager, Al Bustan PalaceIan Benfield, Director of Customer Affairs, Authority for Electricity Regulation (AER) Oman Hawra Al Lawati, Customer Relationship Management (CRM) Manager, Dhofar Automotive

15:15 End of conference day one

Developing a customer centric culture to raise servicedelivery standards and quality in Oman

Designing and implementing a customer servicestrategy to improve your organisation’s performance

+971 4 364 2975 [email protected] +971 4 363 1938 www.omancustomerserviceweek.com


Conference Day TwoMonday 3 December 2012

08:30 Registration and coffee

09:00 Morning chairman’s opening address

Hayssam Al Amine, Founder and Managing Director, Resource Performance Management

09:10 Turning soft skills into hard profits: How to make the change

• Evaluating the tangible benefits of excellent customer service for your business• Achieving new levels of customer satisfaction, loyalty and delight• Defining achievable goals and concrete action points to deliver delightful customer service and increase profitsShyam Kumar, Senior Consultant, Up! Your Service

09:40 Measuring the customer experience to drive customer retention and loyalty

• Staying up to date with market trends to better anticipate and understand changes in customer needs and expectations • Assessing customer satisfaction to highlight the necessary areas of improvement in your organisation • Allocating the required resources and implementing efficiently your action plan to improve customer service Bilal Omari, Director of Consultancy Solutions, Ethos Consultancy

10:10 Morning break

10:40 Case study: Adjusting to dynamic expectations in a multicultural society to ensure customer satisfaction, retention and loyalty

• Raising awareness of multicultural attitudes in both employees and customers• Developing standards and procedures to ensure consistency of service when dealing with multicultural clients• Pinpointing the challenges faced during integration of strategies and ways to overcome themAnna Marie Power, Head of Service Training, Service Development, Dubai Airports

11:10 It’s not customer service that counts, but customer connection

• Promoting customer connection at the epicenter of customer service• Evaluating the value and cost of customer connection for your company• Exploring ways of deepening the connection to build customer relationship and loyaltyGraham Moore, International Professional Speaker and Facilitator, Moore Success ME

11:40 Panel discussion: Debating the challengesfaced in providing customer service excellence in a growing tourism and travel industry

• What is your biggest challenge in delivering quality customer service in a multicultural environment?• What specific training, if any, do you implement to help your employees deal with multicultural customers?• How do you manage the varied expectations of your clients?

Panelists include:

Savio Monserate, Business Development Manager, Khimji’s House of TravelChristoph Nissen, Quality Manager, National Ferries CompanyAnna Marie Power, Head of Service Training, Service Develop-ment, Dubai AirportsGraham Moore, International Professional Speaker and Facilitator, Moore Success ME

12:30 Lunch break

14:00 Afternoon chairman’s opening address

Graham Moore, International Professional Speaker and Facilita-tor, Moore Success ME

14:10 Case study: ‘Hiring for attitude, training for skill’

• Highlighting how far a good attitude to customer service will drive customer satisfaction and business growth• Motivating staff to take ownership of customer service • Implementing sound support system and leadership programmes to promote employee growth and retain talent Fatma Al Sinawi, Training Manager, Shangri-La Barr Al JissahResort & Spa

14:40 Case study: Designing customer focused trainingto improve customer service delivery in healthcare

• Transforming the business focus and redefining the relationship between healthcare service provider and patient• Designing customer service training to meet specific needs of the healthcare industry• Benchmarking national and international healthcare providers strategies in driving customer satisfaction Dr. Kamila Al Alawi, Director, Education and Training, The Royal Hospital

15:10 Empowering your employees to promote engagement in meeting ever changing customer expectations

• Highlighting the value of your customers to change your employees’ behavior and attitude toward customer service• Assessing existing customer service competencies to identify the appropriate initiative to motivate and empower your employees • Achieving customer engagement, loyalty and retention by creating sound employee engagement programs Hayssam Al Amine, Founder and Managing Director, Resource Performance Management

15:40 Panel discussion: Motivating employees and increasing their performance by adopting sound initiatives

• What innovative training and coaching initiatives do you implement to increase employee engagement? • What challenges do you face when recruiting and training staff in a multicultural environment?• What best practices can be implemented to sustain employee engagement, accountability and loyalty?

Panelists include:

Hayssam Al Amine, Founder and Managing Director, Resource Performance ManagementDr. Kamila Al Alawi, Director-Education and Training, The Royal HospitalFatma Al Sinawi, Training Manager, Shangri-La Barr Al JissahResort & SpaBilal Omari, Director of Consultancy Solutions, Ethos ConsultancyGraham Moore, International Professional Speaker and Facilitator, Moore Success ME

16:30 End of conference day two

Acquiring, retaining and growing customer relationships Empowering employees to deliver customer service excellence and quality



Post-conference Workshop DayTuesday 4 December

09:00 – 12:00 Workshop C - ACE Your Service: Achieving Customer Engagement…………………………………………………………

Everyone aims to satisfy the customer. What will set you apart from your competition and ensure the growth of your business is to satisfy your customers to the level that you engage them. The question here “is customer satisfaction enough?”. By creating bonds through engaging experiences, companies get beyond customer satisfaction and brand loyalty to form profitable long-term relationships.

By attending this workshop, you will walk away with the essential ACE Your Service Key Learning Elements that can be easily implemented at your workplace and immediately start a ripple effect that will permeate across the entire organisation.

Key topics to be discussed: • Understanding the real meaning of customer service • Using Moments of Truth to achieve customer engagement • The Zoro Principle of customer relationships• The 10 key to ACE’s

Who should attend: • Senior business and government officials • Customer service executives • HR and training professionals

Workshop Leader: Hayssam Al Amine, Founder and Managing Director, Resource Performance Management

12:00 Lunch break

13:00 – 16:00 Workshop D - Leading from the top: building alignment, embracing a common vision and taking action as role models for superior service………………………………………………………

By integrating and accelerating the implementation of customer service culture, an organisation can quickly improve its service performance and secure a sustainable advantage over competitors. By engaging all employees from the CEO down with a consistent customer service vision, customers will be delighted with the uplifting service and retention and loyalty will remain high.

By attending this workshop, you will understand how to align customer service culture initiatives throughout your organisation and identify gaps for improvement. During this session, you will also review the fundamental principles of raising service levels and improving customer experience as well as setting responsibilities and priorities to increase employees’ engagement.

Key topics to be discussed:• Building an aligned and clear customer service culture• Articulating, discussing and embracing a common vision• Empowering and motivating team and individuals to increase service performance and improve customer retention and loyalty

Who should attend:• Senior business and government officials• Customer service executives• HR and training professionals• All heads of departments and functional areas

Workshop Leader: Shyam Kumar, Senior Consultant, Up! Your Service

16:00 End of workshop day

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

Sam Walton, Founder of Wal-Mart

If you do build a great experience, customers tell each otherabout that. Word of mouth is very powerful.

Jeff Bezos, CEO, Amazon.com

The more you engage with customers the clearerthings become and the easier it is to determine whatyou should be doing.John Russell, President, Harley Davidson



With a growing and diversifying economy and society, Oman’s public and private entities have to face changing needs and rising expectations from customers, citizens and foreign visitors. Oman Customer Service Week 2012 will serve as an interactive platform to bring together regional and international customer service and human resources professionals from public and cross industry organisations to address the existing challenges and discuss key strategies to develop and implement a successful customer-centric culture.

Who you will network with at Oman Customer ServiceWeek 2012? The Oman Customer Service Week summit will bring together customer service and human resources professionals from diverse sectors including banking, insurance, healthcare, manufacturing, retail, government, hospitality, utilities, transport, telecom, tourism as well as experts from training institutes, IT systems providers and consultant agencies to discuss and exchange solutions and best practices in raising the standard and quality of customer service delivery in the Sultanate.

Job titles include:

• CEO • Managing Director / General Manager • Head of Customer Service• Customer Service Manager• Head of Training & Development • Head of Human Resources • Head of Quality Management • Business Development Manager

Work better in smaller groups? Then try our workshops!

Oman Customer Service Week 2012 will offer you the opportunity to attend exclusive workshops led by international customer service experts. During interactive group sessions, you will review in more depth critical issues discussed during the main conference and uncover practical solutions that you can apply in your organisation.

Sponsorship & exhibition opportunities

• Do you want to brand your company as a leader in customer service?

• Do you have solutions to offer to public and private entities looking at improving their customer service delivery?

If you have answered yes then branding your organisation at the Oman Customer Service Week 2012 is the opportunity to promote your expertise and solutions that will assist Oman’s public and private entities in improving their performance. This is also the opportunity to remind your customers of your commitment in delivering quality customer services.

Only at Oman Customer Service Week 2012 will senior executives and government officials as well as human resources and customer service professionalsattend in one place at one time. They will assess and benchmark the best strategies and solutions to improve customer service delivery.

Can you afford to miss out on this opportunity?

We have a range of business development, marketing and sales solutions that are tailored to specifically deliver on your business objectives.

For more details, call +971 4 360 2813 or email [email protected]

Media partners:

Officially supported by:

Developed in cooperation with:



Venue:P.O. Box 951 Shatti Al QurumPostal Code 133MuscatSultanate of OmanTel: +968 2464 1234Fax: +968 2460 5282Email: [email protected]: www.muscat.grand.hyatt.com

VENUE & ACCOMMODATION:Hotel and travel costs are not included in the registration fee.For assistance in your travel and accommodation requirements, please refer to detailsbelow:

Room ReservationSpecial / corporate rate for room accommodation is available in the hotel. You maycontact the hotel directly as per the details above quoting IQPC Middle Eastor the name of the conference.

Contact Bindu Babu or Charo Marie at SNTTA Travel & Tours LLC Dubai. E- mail – [email protected] - + 971 4 2829000Fax - + 971 4 2829988www.sntta.com

Please book at the earliest for your convenience.

CONFERENCE DOCUMENTATION

TEAM DISCOUNTS

VENUE & ACCOMMODATION

PAYMENT TERMS

Team discounts available on request. Call + 971 4 364 2975 for more information.

Account name: INTL QUALITY & PROD CEN FZ LLC

HSBC Bank Middle East Limited, Bur Dubai Branch, P.O. Box: 66, Dubai, UAE.All Bank charges to be borne by the payer. Please ensure that IQPC receives the full invoiced amount.

PAYMENT TERMS: Payment is due upon receipt of invoice. Bookings received within 10 working days of the conference

PRIORITY BOOKING FORM / DELEGATE DETAILS

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5 WAYS TO REGISTER

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• Discounts cannot be combined.

closing date.

Omani registered companies

www.omancustomerserviceweek.com +971 4 363 1938

+971 4 364 2975

[email protected]

IQPC Dubai FZ LLC, P.O. Box 502397

If you cannot make the dates you can still access all of the presentations delivered throughout the conference days for just US $450, post event. Contact us on +971 4 364 2975 for further details.

Earlybird Price Standard Price

Payment before 7 October 2012

Save up to

Payment after 7 October2012 by bank transfer

Payment after 7 October2012 by credit card

Conference + 2 Workshop Days

US$ 2,949US$

450US$ 3,299 US$ 3,399

Conference + 1 Workshop Day US$ 2,449

US$ 350

US$ 2,699 US$ 2,799

Conference Only US$ 1,799 US$

300US$ 1,999 US$ 2,049

International companies

Earlybird Price Standard Price

Payment before 7 October 2012

Save up to

Payment after 7 October2012 by bank transfer

Payment after 7 October2012 by credit card

Conference + 2 Workshop Days

US$ 3,949US$

550US$ 4,399 US$ 4,499

US$ 3,249US$

450US$ 3,599 US$ 3,699

Conference Only US$ 2,349 US$

350US$ 2,599 US$ 2,699

Conference + 1 Workshop Day

1 December – 4 December 2012Grand Hyatt Muscat , Oman


First Name: Surname: Email: Telephone: Job Title: Department:

Nature of Business:Address: Postcode: Country: Telephone: Fax: Approving Manager: Training Manager: Name of Training Manager: Name of Department Head:Signature: Date:

Please note:

your booking.

require a credit card number to confirm your place. Payment prior to the event is mandatory for attendance. All bookings gaining the early bird discount must be paid before the early bird date, otherwise the full rate will be applied and charged. In these instances payment of the full amount will be required before entry to the event.

Grand Hyatt Muscat

PAYMENT • Payment is due in full at the time of registration and includes lunches, refreshments and detailed conference materials. • Your registration will not be confirmed until payment is received and may be subject to cancellation. • If a booking is received 10 working days before the conference a credit card number will be required to confirm your place, likewise if full payment has not been received before the conference date.

DISCOUNTS• All 'Early Bird' Discounts require payment at time of registration and before the cut-off date in order to receive any discount. • Any other discounts offered by IQPC (including team discounts) must also require payment at the time of registration. • All discount offers cannot be combined with any other offer. CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY• You may substitute delegates at any time by providing reasonable advance notice to IQPC. • For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. • In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. • In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. • Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. • IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency.

PROGRAMME CHANGES • Please note that speakers and topics were confirmed at the time of publishing; however, circumstances beyond the control of the organisers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary. Any substitutions or alterations will be updated on our web page as soon as possible.

YOUR DETAILS • Please email our database manager at [email protected] and inform him/her of any incorrect details which will be amended accordingly.

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Oman Customer Service Week

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Transcript of Oman Customer Service Week