CUSTOMER EXCELLENCE

Monday 17th - Wednesday 19th October 2011 Inter Continental Regency Kingdom of Bahrain

91-12 2341

Keynote Speakers

Mr. Adnan Yousif

President & Chief Executive of Al Baraka Banking Group

Mr. Marcus Bernhardt

Chief Services Officer Gulf Air

Mr. Ali Al Hashimi

Chairman and CEO MENA Business Services

Organised & Managed by:

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Welcome Message

Welcome Message
Today, the World is facing many challenges, therefore, the Public and Private Sectors are seeking to improve their services to exceed their competitors expectations specially the Organisations who offer direct and indirect services to various types of people. As everybody knows customers have many choices in an increasingly competitive World. Therefore, our Forum, with carefully selected topics and speakers from different countries, backgrounds and environments will shed light on the ability of all sectors to impress customers and maintain their loyalty by continuously offering them excellent services. This Forum involve major organisations, especially those who offer services like: Ministries, Banks, Financial Institutions, Insurance Companies, Airlines and Telecommunications Companies alongside Private Hospitals, Retails and other services. I hope that organisations & individuals will benefit from this Forum , which will add value through access to some of the practical experiences specializing in offering services and I refer in particular here to Virgin Trains in Britain as they will run a workshop on their real experience of their success stories in exceeding customers expectations. Beverley Adcock Forum Chair

. . . Virgin Trains .

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Information

What is Customer Excellence?

Delivering on customer service might just be the factor which makes a difference between business success and failure. A customer excellence programme is designed to act as a driver of continuous improvement in your business , it gives you an improved understanding of your customer and what matters to them and you develop true customer insight. It can improve your relationship with your customers and their level of satisfaction and develops customer facing skills to provide the springboard for a step change in the performance of your people and be recognised by your customers as the business they want to do business with.

. . .

The Benefits
Most organisations (Public and private ) start a Customer Excellence programme to enhance their performance and demonstrate they take the needs of their customers seriously and that this is their prime objective. There are many other benefits such as: Employees feeling involved (Internal Customers) Improved morale and motivation Customer Satisfaction understood and performance measured. Improved customer loyalty

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Target Audience
Customer Service Managers, front desk supervisors /staff, staff of Service Ministries, Banks & Telecommunications Companies Call Centre staff, Hotels Receptionists/ reservations and staff of public and private hospitals, and sales & marketing.

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Information
Delivery Methodology
Our delivery methods involve much more than training. We also use a variety of tools and techniques to ensure that our clients not only achieve the goals they aspire to but benefit from Knowledge Transfer and are able to maintain their systems themselves on their own.

Adding Value
Can you afford not to provide your business with that extra advantage when aiming for growth or ensuring you are fitter and stronger than your competition? There are National Standards for Customer Excellence (in the UK, CSE -the Customer Service Excellence Standard is used) and if appropriate we can determine if this type of Standard is suitable for your organisation. However, we believe that in the majority of cases a bespoke programme is required to really ensure that the culture and policies of the individual organisation is taken into account. Therefore, during the workshops we will develop the key messages and drivers of customer satisfaction to ensure our programme meets the needs of your business, employees and customers.

( - ) CSE . . .

Richard Miller (Practical Case Study of Virgin Trains-UK)

Mr. Miller has worked in the rail industry for 24 years and is currently Head of Infrastructure Contracts at Virgin Trains, the passenger rail operator for the UK inter-city, West Coast Main Line services. He is involved in managing the commercial and contractual environment with both the UK Governments Department for Transport and Network Rail, the UK rail infrastructure operator. In addition, Richard led Virgin Trains recent application for accreditation as Recognised for Excellence under the EFQM model, achieving a high scoring, five star award. Following on from this success, Richard also led Virgin Trains application for the British Quality Foundation Achievement Award for Customer Service, becoming an award finalist, with the winners to be announced in October.

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Keynote Speakers Profile

Adnan Yousif
President & Chief Executive of Al Baraka Banking Group - Kingdom of Bahrain Mr. Yousif, Bahraini national, holds a Master Degree in Business Administration, University of Hull, UK. Mr. Yousif has been a Director of Al Baraka Banking Group since its inception and President & Chief Executive since August 2004. He is also Chairman of Jordan Islamic Bank, , Al Baraka Turk Participation Bank, Al Baraka Bank Ltd., South Africa, Al Baraka Bank Egypt, Al Baraka Bank, Lebanon, Al Baraka Bank Syria and Al Baraka Bank (Pakistan) Ltd. Whilst holding directorships in Al Baraka Bank Sudan, Al Baraka Islamic Bank, Bahrain and Al Baraka Bank Tunisia. He has over 34 years of international banking experience and has twice been the recipient of the Islamic Banker of the Year Award at the World Islamic Banking Conference, in December 2004 and December 2009. He was appointed as Chairman of the Union of Arab Banks in May 2007 and has been re-elected for a further four year term in May 2010.

Marcus Bernhardt

Chief Services Officer - Gulf Air - Kingdom of Bahrain Mr. Marcus Bernhardt is a very senior, broadly experienced professional in the hotel services industry and is responsible for the delivery and continuous development of Gulf Airs services function across all flights and destinations. Marcus joined Gulf Air from Steigenberger Hotel Group, Frankfurt, where he was Executive Vice President & Chief Operating Officer for the last 6 years. Earlier he held the position of Senior Vice President & Chief Operating Officer for the Rezidor Hotel Group, managing the brands Radisson, Country Inn, Park Inn and Regent, based in Brussels for 7 years. A Swiss native, Marcuss career in many places within Europe, Asia and USA. A graduate of business economics from the Graduate School of Business in Zurich, Marcus also holds a BA in Hospitality Management and an MBA from the GSBA Zurich /Haas School of Business from the University of Berkeley, California,USA.

Ali Al Hashimi

Chairman & Founder of MBS ( Mena Business Services) $50 ML Co. - Sultant of Oman

Mr. Ali Al Hashimi is a well-known leader in the field of the call centre business. He started his business with Oman online in 2003 and setup MBS in 2005 mainly to cater for training young national job seekers in BPO business in the middle east by working closely with the government entities and various youth fund programmes. He has established more than 30 training centers in the region , trained more than 7000 employees and job seekers and all were placed successfully and professionally at different call centers during the last 5 years. Started 6 call centers in the middle east ( KSA, Oman, Dubai, Syria and Bahrain ) with over 2000 seats capacity. He is currently handling a major project with Saudi Aramco, KSA as setting up an entire IT help desk & call centers. Ali holds a BA in Business Administration and an MBA in International Business studies ,UK

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Presenters Profile
Graham Hull
Mr. Hull has worked in the process improvement and quality management arena for over 20 years, working in corporate environments and as a consultant. During a successful career of over 30 years he has held a variety of management roles ranging from operations to strategic development activity. In Royal Mail he designed, implemented and managed the Business Excellence selfassessment programme, across 21 Business Units involving nearly 220,000 people. Graham has been a Senior Assessor for the UK Business Excellence Award programme for over ten years where he has led a number of teams and assessed a number of award winning organisations.

Kavita Al Jassim (Chair Person of WACRA)

Mrs. Al Jassim is Gulf Airs Head of Customer Care and Services Quality Control. She has almost 3 decades of various customer service experiences. Kavita has worked in the hospitality industry from the hotel industry to airlines. She has earned great praise for her contribution for having a dynamic view on Customer Service and has coached and steered several areas within the Gulf Air business. In the 54 years of WACRA history, she is the first unanimously elected female chairperson from the Middle East for the Worldwide Airlines Customer Relations Association (WACRA).

Andrew Penn

Mr. Penn has worked in the quality management and business improvement arena for over 15 years. Prior to becoming an consultant, he had led the first introduction of the EFQM Excellence model in a National UK Government Department, and managed their Business Excellence self-assessment programmes at regional and national level, taking a lead role in the setting up of facilitator networks to embed the principles of business improvement. He has also acted as a consultant for the UK Cabinet Office advising other Government Departments at home and overseas on the use of EFQM. When Customer Service Excellence replaced Chartermark, Andrew worked with the Cabinet Office and one of their approved certification bodies, designing and delivering training for the new Customer Service Excellence Standard.

Nada Al Gassab

Customer Solutions & Quality Manager - Silah Gulf , Kingdom of Bahrain Ms. Nada Al Gassab is an expert in establishing and managing Contact Centers for the different inbound and outbound operations. The first Bahraini to be certified by CIAC as a Contact Center Operation Manager, and in June 2008, she won the Middle East Award for the Best Customer Life Time Strategist. Silah Gulf set-up and manages the National Contact Centre of Bahrain (80008001), which was formed in line with the objectives of Bahrain Vision 2030.

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Day Time
07:30 - 08:30 08:30 - 09.30 09.30 - 10:00 Registration Opening Ceremony - Keynote Speaker The Importance of Customer Services at Financial Sector Te a B r e a k CSE - What does Customer Excellence mean to you? Te a B r e a k / P r a y e r T i m e CSE - How will you get to know who your customers are ? Lunch Quality Management and Customer Service (Call Centre Perspective) Registration (cont.) Learning points / Q & A from yesterday`s sessions 08:30 - 10.30 10.30 - 11:00 11:00 - 12:00 12:00 - 12:30 12:30 - 14:00 14:00 - 14:30 14:30 - 16:00 CSE - How should you get to know what your customers want? Te a B r e a k Triangle of Excellence Te a B r e a k / P r a y e r T i m e Ms. Kavita Al Jassim Recognising your Customer: Breaking the customer barriers Head of Customer Care and Services Quality Control Lunch CSE - How to understand how to see the customers point of view Learning points / Q & A from yesterday`s sessions 08:30- 10:30 CSE - How to ensure you provide what the customers want Mr. Graham Hull Mr. Andrew Penn Keynote Speaker : Mr. Ali Al Hashimi Mr. Graham Hull Mr. Andrew Penn Mr. Richard Miller Virgin Trains-UK Mr. Graham Hull Mr. Andrew Penn Keynote Speaker : Mr. Marcus Bernhardt Mr. Graham Hull Mr. Andrew Penn Ms. Nada Al Gassab Customer Solutions & Quality Manager - Silah Gulf Mr. Graham Hull Mr. Andrew Penn Mr. Graham Hull Mr. Andrew Penn Keynote Speaker : Mr. Adnan Yousif

The programme at a glance

Description

Customer Excellence Forum Bahrain 17 - 19 October 2011

Speaker

MONDAY 17 October 2011

10:00 - 12:00 12:00 - 12:30 12:30 - 14:00 14:00 - 14:30 14:30 - 16:00

08:00 - 08:30

TUESDAY 18 October 2011

WEDNESDAY 10:30 - 11:00 T e a B r e a k 19 October 2011

11:00 - 12:00 12:00 - 12:30 12:30 - 14:00 14:00 - 14:30 14:30 - 16:00 The latest on Call Center and future expectation Te a B r e a k / P r a y e r T i m e CSE - What really makes for satisfied customers? Lunch Customer Excellence Award (Virgin Trains Experience A Case study)

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Information About WACRA

WACRA ( Worldwide Airline Customer Relations Association ) is a world-wide organisation of air transport professionals dedicated to: Promoting and encouraging a free exchange of ideas and methods to provide a consistently high level of customer service; Providing a forum for the mutual exchange of such ideas and the means for successful related cooperation among air transport enterprises; and Cooperating with and providing liaison to the Air Transport Association (ATA) and the International Air Transport Association (IATA).

Sponsors & Partners

Organised & Managed by For registration and / or inquiries

Blending Expertise with Innovation

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Registration Form

Customer Excellence

91 12 2341 17- 19 October 2011

Account Name: Origin Consulting Bank: Bank of Bahrain & Kuwait Account Number: 100000278570 Swift Code: BBKUBHBM

Fees Inclusive of:

Free pass to all sessions/workshops Participants folder with forum materials Tea/Coffee Breaks & Lunch available for 3 days A Certicate

For 1 4 delegates For 5 - 7 delegates For 8 or more delegates

BD. 430 US$ 1140 BD. 410 US$ 1088 BD. 390 US$ 1035