UAE Customer Service Week 2012

Improving your organisation’s performance by implementing a customer-centric strategy

• It can cost five times more to buy new customers than retain existing ones. Source: TARP

• 68% of customer defection takes place because customers feel poorly treated. Source: TARP

• 95% of complaining customers will do business with you again if you resolve the complaint instantly.

• Source: Lee Resource Inc

Customer service represents a key differentiator in today’s highly competitive market environment. With rising and ever-changing customer expectations, continuous monitoring of customer needs is critical for your organisation to remain competitive and deliver on your customers' expectations. An emphasis on customer service is therefore a critical factor to ensure your organisation’s success and competitiveness.

Why you need to attend 2012 UAE Customer Service Week

• Enhance your organisation's performance and competitiveness by improving customer satisfaction, retention and loyalty through efficient service delivery

• Understand your customer needs and expectations by regularly measuring and monitoring your organisational performance

• Raise your service standards by developing and implementing a customer-centric strategy in your organisation

• Increase quality of service by enhancing employee engagement and empowerment through continuous learning and coaching

• Efficiently allocate resources by identifying your organisation's customer service strengths and weaknesses and the necessary areas for improvement

• Benchmark and share your expertise to promote customer service excellence across the Middle East

Speakers

His Highness Lt. Gen. Sheikh Saif Bin Zayed Al Nahyan

Dr. Wafa’ Abu Snaineh

Major General Dr Abdul Quddus Abdul Razak Obaidli

Philip Forrest

Robert Keay

Mark Davis

Allan O’Neill

Ian Ohan

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