- Location: Trade Centre - Dubai
- Duration: 4 days (14 - 17 June)
- Timings: TBA
Course details
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.
Content
- Understanding of the customer experience
- Establishing a management culture
- Using customer surveys to monitor customer expectations
- Selecting the most appropriate medium to maximise response rate
- Measuring and monitoring customer expectations
- Analysing, interpreting and reporting the results of customer surveys
- Developing insights into the drivers of customer satisfaction
- Who needs to monitor performance indicators and why?
- Selecting key performance measures
- Measuring and monitoring the potential impact of employees on the satisfaction of customers
- Measuring and monitoring the effect of improvements to key business processes
Who should attend
This course is a must attend for all professionals involved in customer service, marketing, sales, quality and client relations.
Benefits of attending
- Improve understanding of the customer experience and use customer service to monitor customer expectations
- Design an effective questionnaire and analyse and interpret the results of a survey
- Use other approaches to understand the customer experience
Course Location
About Informa Connect Middle East
Informa Connect Middle East, is part of Informa, a multinational publicly listed publishing and events company.
The Middle East office was previously known as IIR Middle East, and has been established in Dubai since 1993. Informa Middle East has grown to be the largest event organiser in the region and with over 300 staff, the office runs over 450 training courses and over 40 conferences regionally on an annual basis.
The company also incorporates Informa Global Exhibitions which organises around 130 trade and consumer exhibitions in over 38 cities across the globe. Arab Health, Cityscape, Middle East Electricity and The Bride Show are some of the flag ship events.
Aside from the public training courses, conferences and exhibitions, Informa Middle East also provides in-house training to companies as well as manages events on behalf of corporate clients. Some of the past clients include NBAD, Microsoft, Etisalat, STC, Mobily, and ADNOC.
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