Customer Excellence Forum

7/31/2019 Customer Excellence Forum

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CUSTOMER EXCELLENCE

K e y n o t e S p e a k e r s

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

Organised & Managed by:

Mr. Marcus BernhardtChief Services Ofcer

Gulf Air

Mr. Ali Al HashimiChairman and CEO

MENA Business Services

Mr. Adnan YousifPresident & Chief Executive of

Al Baraka Banking Group

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CUSTOMER EXCELLENCEForum

Welcome Message

Today, the World is acing many challenges, thereore,

the Public and Private Sectors are seeking to improve

their services to exceed their competitors expectations

specially the Organisations who oer direct and indirect

services to various types o people.

As everybody knows customers have many choices in

an increasingly competitive World. Thereore, our Forum,

with careully selected topics and speakers rom dierent

countries, backgrounds and environments will shed

light on the ability o all sectors to impress customers

and maintain their loyalty by continuously oering them

excellent services.

This Forum involve major organisations, especially

those who oer 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 benet rom this

Forum , which will add value through access to some o

the practical experiences specializing in oering services

and I reer in particular here to Virgin Trains in Britain as

they will run a workshop on their real experience o their

success stories in exceeding customers expectations.

Beverley Adcock

Forum Chair

Welcome Message

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Virgin Trains

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What is Customer Excellence?Delivering on customer service might just be the actor whichmakes a dierence between business success and ailure.A customer excellence programme is designed to act as adriver o continuous improvement in your business , it givesyou an improved understanding o your customer and whatmatters to them and you develop true customer insight.It can improve your relationship with your customers andtheir level o satisaction and develops customer acingskills to provide the springboard or a step change in theperormance o your people and be recognised by yourcustomers as the business they want to do business with.

The BeneftsMost organisations (Public and private ) start a Customer

Excellence programme to enhance their perormance

and demonstrate they take the needs o their customers

seriously and that this is their prime objective. There are

many other benets such as:

Employees eeling involved (Internal Customers)

Improved morale and motivation

Customer Satisaction understood and perormance

measured.

Improved customer loyalty

Target Audience

Customer Service Managers, ront desk supervisors /sta,

sta o Service Ministries, Banks & Telecommunications

Companies Call Centre sta, Hotels Receptionists/

reservations and sta o public and private hospitals, andsales & marketing.

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Information

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Delivery Methodology

Our delivery methods involve much more than training.

We also use a variety o tools and techniques to ensure

that our clients not only achieve the goals they aspire

to but benet rom Knowledge Transer and are able to

maintain their systems themselves on their own.

Adding Value

Can you aord not to provide your business with that

extra advantage when aiming or growth or ensuring you

are tter and stronger than your competition?

There are National Standards or Customer Excellence (in

the UK, CSE -the Customer Service Excellence Standard is

used) and i appropriate we can determine i this type o

Standard is suitable or your organisation. However, we

believe that in the majority o cases a bespoke programme

is required to really ensure that the culture and policies o

the individual organisation is taken into account.

Thereore, during the workshops we will develop the

key messages and drivers o customer satisaction to

ensure our programme meets the needs o your business,

employees and customers.

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

Mr. Miller has worked in the rail industry or 24 years and is currently Head o InrastructureContracts at Virgin Trains, the passenger rail operator or the UK inter-city, West Coast MainLine services. He is involved in managing the commercial and contractual environmentwith both the UK Governments Department or Transport and Network Rail, the UKrail inrastructure operator. In addition, Richard led Virgin Trains recent application oraccreditation as Recognised or Excellence under the EFQM model, achieving a highscoring, ve star award. Following on rom this success, Richard also led Virgin Trains

application or the British Quality Foundation Achievement Award or Customer Service,becoming an award nalist, with the winners to be announced in October.


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Adnan YousifPresident & Chie Executive o Al Baraka Banking Group - Kingdom o Bahrain

Mr. Yousi, Bahraini national, holds a Master Degree in Business Administration,University o Hull, UK. Mr. Yousi has been a Director o Al Baraka Banking Groupsince its inception and President & Chie Executive since August 2004. He is alsoChairman o Jordan Islamic Bank, , Al Baraka Turk Participation Bank, Al BarakaBank Ltd., South Arica, Al Baraka Bank Egypt, Al Baraka Bank, Lebanon, Al BarakaBank Syria and Al Baraka Bank (Pakistan) Ltd. Whilst holding directorships in AlBaraka Bank Sudan, Al Baraka Islamic Bank, Bahrain and Al Baraka Bank Tunisia.He has over 34 years o international banking experience and has twice been therecipient o the Islamic Banker o the Year Award at the World Islamic BankingConerence, in December 2004 and December 2009. He was appointed as

Chairman o the Union o Arab Banks in May 2007 and has been re-elected or aurther our year term in May 2010.

Marcus BernhardtChie Services Ofcer - Gul Air - Kingdom o Bahrain

Mr. Marcus Bernhardt is a very senior, broadly experienced proessional inthe hotel services industry and is responsible or the delivery and continuousdevelopment o Gul Airs services unction across all fights and destinations.Marcus joined Gul Air rom Steigenberger Hotel Group, Frankurt, where he

was Executive Vice President & Chie Operating Ocer or the last 6 years. Earlierhe held the position o Senior Vice President & Chie Operating Ocer or theRezidor Hotel Group, managing the brands Radisson, Country Inn, Park Inn andRegent, based in Brussels or 7 years.A Swiss native, Marcuss career in many places within Europe, Asia and USA.A graduate o business economics rom the Graduate School o Business in Zurich,Marcus also holds a BA in Hospitality Management and an MBA rom the GSBAZurich /Haas School o Business rom the University o Berkeley, Caliornia,USA.

Ali Al HashimiChairman & Founder o MBS ( Mena Business Services) $50 ML Co. - Sultant o Oman

Mr. Ali Al Hashimi is a well-known leader in the eld o the call centre business. He started

his business with Oman online in 2003 and setup MBS in 2005 mainly to cater or trainingyoung national job seekers in BPO business in the middle east by working closely with the

government entities and various youth und programmes.He has established more than 30 training centers in the region , trained more than 7000

employees and job seekers and all were placed successully and proessionally at dierentcall centers during the last 5 years.

Started 6 call centers in the middle east ( KSA, Oman, Dubai, Syria and Bahrain ) with over2000 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

Keynote Speakers Profle


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Graham HullMr. Hull has worked in the process improvement and quality management arenaor over 20 years, working in corporate environments and as a consultant. During a

successul career o over 30 years he has held a variety o management roles ranging

rom operations to strategic development activity.

In Royal Mail he designed, implemented and managed the Business Excellence sel-

assessment programme, across 21 Business Units involving nearly 220,000 people.

Graham has been a Senior Assessor or the UK Business Excellence Award programme

or over ten years where he has led a number o teams and assessed a number o

award winning organisations.

Kavita Al Jassim (Chair Person of WACRA)Mrs. Al Jassim is Gul Airs Head o Customer Care and Services Quality Control.

She has almost 3 decades o various customer service experiences. Kavita has

worked in the hospitality industry rom the hotel industry to airlines. She has

earned great praise or her contribution or having a dynamic view on Customer

Service and has coached and steered several areas within the Gul Air business.

In the 54 years o WACRA history, she is the rst unanimously elected emale

chairperson rom the Middle East or the Worldwide Airlines Customer

Relations Association (WACRA).

Andrew PennMr. Penn has worked in the quality management and business improvement arena

or over 15 years. Prior to becoming an consultant, he had led the rst introduction o

the EFQM Excellence model in a National UK Government Department, and managed

their Business Excellence sel-assessment programmes at regional and national level,

taking a lead role in the setting up o acilitator networks to embed the principles o

business improvement. He has also acted as a consultant or the UK Cabinet Oce

advising other Government Departments at home and overseas on the use o EFQM.

When Customer Service Excellence replaced Chartermark, Andrew worked with

the Cabinet Oce and one o their approved certication bodies, designing and

delivering training or the new Customer Service Excellence Standard.

Nada Al GassabCustomer Solutions & Quality Manager - Silah Gul , Kingdom o Bahrain

Ms. Nada Al Gassab is an expert in establishing and managing Contact Centers or the

dierent inbound and outbound operations.

The rst Bahraini to be certied by CIAC as a Contact Center Operation Manager, and in

June 2008, she won the Middle East Award or the Best Customer Lie 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.

Presenters Profle


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The programme at a glanceCustomer Excellence Forum

Bahrain 17 - 19 October 2011

Day Time Description Speaker

MONDAY

17

October

2011

07:30 - 08:30 R e g i s t r a t i o n

08:30 - 09.30 Opening Ceremony - Keynote SpeakerThe Importance o Customer Services at Financial Sector

Keynote Speaker :Mr. Adnan Yousif

09.30 - 10:00 T e a B r e a k

10:00 - 12:00 CSE - What does Customer Excellence mean to you?Mr. Graham Hull

Mr. Andrew Penn

12:00 - 12:30 T e a B r e a k / P r a y e r T i m e

12:30 - 14:00 CSE - How will you get to know who your customers are ?Mr. Graham Hull

Mr. Andrew Penn

14:00 - 14:30 L u n c h

14:30 - 16:00Quality Management and Customer Service(Call Centre Perspective)

Ms. Nada Al GassabCustomer Solutions &Quality Manager - Silah Gul

TUESDAY

18

October

2011

08:00 - 08:30 R e g i s t r a t i o n ( c o n t . )

08:30 - 10.30

Learning points / Q & A from yesterday`s sessions

CSE - How should you get to know what your customers

want?

Mr. Graham Hull

Mr. Andrew Penn

10.30 - 11:00 T e a B r e a k

11:00 - 12:00 Triangle o Excellence

Keynote Speaker :

Mr. Marcus Bernhardt


12:30 - 14:00 Recognising your Customer: Breaking the customer barriers

Ms. Kavita Al Jassim

Head o Customer Care andServices Quality Control

14:00 - 14:30 L u n c h

14:30 - 16:00CSE - How to understand how to see the customers point of

view

Mr. Graham Hull

Mr. Andrew Penn

WEDNESDAY

19

October

2011

08:30- 10:30

Learning points / Q & A from yesterday`s sessions

CSE - How to ensure you provide what the customers wantMr. Graham Hull

Mr. Andrew Penn

10:30 - 11:00 T e a B r e a k

11:00 - 12:00 The latest on Call Center and uture expectationKeynote Speaker :

Mr. Ali Al Hashimi


12:30 - 14:00 CSE - What really makes or satisfed customers?Mr. Graham Hull

Mr. Andrew Penn

14:00 - 14:30 L u n c h

14:30 - 16:00 Customer Excellence Award(Virgin Trains Experience A Case study)

Mr. Richard MillerVirgin Trains-UK


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Sponsors & Partners

Information About WACRA

Blending Expertise with Innovation

Organised & Managed by

For registration and / or inquiries

WACRA ( Worldwide Airline Customer Relations Association ) is a world-wide organisation

o air transport proessionals dedicated to: Promoting and encouraging a ree exchange o ideas

and methods to provide a consistently high level o customer service; Providing a orum or the

mutual exchange o such ideas and the means or successul 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).


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Account Name: Origin Consulting

Bank: Bank of Bahrain & Kuwait

Account Number: 100000278570

Swift Code: BBKUBHBM

For 1 4 delegates BD. 430 US$ 1140

For 5 - 7 delegates BD. 410 US$ 1088

For 8 or more delegates BD. 390 US$ 1035

Fees Inclusive of:

Free pass to all sessions/workshops

Participants folder with forum materials

Tea/Coffee Breaks & Lunch available for 3 days

A Certificate

Customer Excellence 17- 19 October 20111432 2119

Registration Form

Customer Excellence Forum

Documents