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ءلاـــمـعـلا ةــمدــــخ يـف زــــيـمـتلاّ CUSTOMER EXCELLENCE Monday 17th -
ءلاـــمـعـلا ةــمدــــخ يـف زــــيـمـتلاّ CUSTOMER EXCELLENCE Monday 17th -
ءلاـــمـعـلا ةــمدــــخ يـف زــــيـمـتلاّ CUSTOMER EXCELLENCE Monday 17th -
ءلاـــمـعـلا ةــمدــــخ يـف زــــيـمـتلاّ CUSTOMER EXCELLENCE Monday 17th -

ءلاـــمـعـلا ةــمدــــخ يـف زــــيـمـتلاّ

CUSTOMER EXCELLENCE

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

ــه 1432 ةد��ع��ق��لا وذ 21-19 ءا����ع����برألا ن���ن���ثإلا نيرحبلا ةكلمم لا��ت��ن��ن��ت��نو��كر��نا ي��س�����ن��ج��ير��لا قد��ن��ف

Keynote Speakers

قد��ن��ف Keynote Speakers Mr. Adnan Yousif President & Chief Executive of Al

Mr. Adnan Yousif

President & Chief Executive of Al Baraka Banking Group

President & Chief Executive of Al Baraka Banking Group Mr. Marcus Bernhardt Chief Services Officer Gulf
President & Chief Executive of Al Baraka Banking Group Mr. Marcus Bernhardt Chief Services Officer Gulf
President & Chief Executive of Al Baraka Banking Group Mr. Marcus Bernhardt Chief Services Officer Gulf

Mr. Marcus Bernhardt

Chief Services Officer Gulf Air

Group Mr. Marcus Bernhardt Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO

Mr. Ali Al Hashimi

Chairman and CEO MENA Business Services

Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO MENA Business Services Organised
Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO MENA Business Services Organised
Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO MENA Business Services Organised
Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO MENA Business Services Organised

Organised & Managed by:

Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO MENA Business Services Organised
Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO MENA Business Services Organised
Chief Services Officer Gulf Air Mr. Ali Al Hashimi Chairman and CEO MENA Business Services Organised

Welcome Message

Welcome Message CUSTOMER EXCELLENCE Forum Welcome Message Today, the World is facing many challenges, therefore, the

CUSTOMER EXCELLENCE Forum

Welcome Message CUSTOMER EXCELLENCE Forum Welcome Message Today, the World is facing many challenges, therefore, the
Welcome Message CUSTOMER EXCELLENCE Forum Welcome Message Today, the World is facing many challenges, therefore, the

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

ةيبيحرت ةملك

تاعاطقلا فلتمخ ىعس�ت كلذلو تايدحتلا نم يرثكلا مويلا لماعلا هجاوي اهيس�فانمو اهئارظن ىلع زيمتتل اهتامدخ ينس�حتل ةس�الخاو ةيموكلحا نم ءلامعلاو نئابزلل ةرس�ابم تامدخ مدقت يتلا تاس�س�ؤولما اس�وس�خ ً . رامعألاو س�انجألا فلتمخ

هرارق يرغي هلعتج ام تارايلخا نم هيدل نوبزلا نأا عيملجا فرعي امكو يتأاي كلذل ، هل ةمدقلما ةمدلخا نم همدع وأا هئاس�ر ةجيتن ةيربك ةعرس�ب ةس�قانلماو ثحبلا عيس�اومو ةيملعلا ةدالما رايتخا هيف تم يذلاو ىدتنلما اذه ةفلتمخ لمع ةئيبو تايفلخو لود نمو ةمات ةيانعب ينثدحتلما لىإا ةفاس�إلاب نوبزلا راهبإا ىلع س�الخاو ماعلا ينعاطقلا ةردق ىدم ىلع ءوس�لا طلس�يل .هل ةزيمتلما تامدلخا يمدقت ةلس�اوم للاخ نم هيلع ةظفاحلماو هبذجو

تاس�س�ؤولما ىبرك في تامدلخا ىلع ءوس�لا ىدتنلما طلس�ي

تارازولا اس�وس�خ ً

نايرطلا تاكرس�و ، ةينيمأاتلاو ةيلالما تاس�س�ؤولماو كونبلاو ، ةيمدلخا اهيرغو ةئزجتلا عيب ةراتجو ، ةس�الخا تايفس�تس�لماو تلاس�تإلا تاكرس�و .ةليثلما تاس�س�ؤولما نم

ىدتنلما اذه نم ءاوس� دحٍ

ىلع دارفألاو تاس�س�ؤولما ديفتس�ت نأا ىنتمأا

براجتلا س�عب ىلع علاطإلا للاخ نم ةفاس�م ةميق فيس�يس� امتح ً يذلا تاراطق ةبرتج تاذلاب انه س�خأاو تامدلخا يمدقت نف في ةيلمعلا في لمع ةس�روب نوكراس�يس� نيذلاو لاثمك ايناطيرب في Virgin Trains .مهتامدخ ينس�تح في ةحجانلا مهتبرتج لوح ىدتنلما اذه

كوكدأا ليرفيب

ىدتنلما س�يئر

في ةحجانلا مهتبرتج لوح ىدتنلما اذه كوكدأا ليرفيب ىدتنلما س�يئر
في ةحجانلا مهتبرتج لوح ىدتنلما اذه كوكدأا ليرفيب ىدتنلما س�يئر

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

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.

CUSTOMER EXCELLENCE Forum

and sales & marketing. CUSTOMER EXCELLENCE Forum ؟ءلامعلا ةمدخ يف زيمتلا وه ام نم
and sales & marketing. CUSTOMER EXCELLENCE Forum ؟ءلامعلا ةمدخ يف زيمتلا وه ام نم

؟ءلامعلا ةمدخ يف زيمتلا وه ام

نم لاماع ً

ءلامعلا ةمدخ في زيمتلا جمانبرف .ةيراجتلا لامعألا لس�ف وأا حانج لماوع

دق

دق نوكت كلذبو مهمهي يذلا امو نئابزلاب مكتفرعم ينس�تح ىلع دعاس�ي .نئابزلا ةيرس�ب تنوك ةفرعم للاخ نم نئابزلاب مكتقلاع ينس�تح ىلع جمانبرلا اذه دعاس�ي امك قلاطنإلا ةطقن رفوت يتلا نئابزلا ةهجاوم ةراهم ريوطتو مهئاس�رإا ةجرد نوديري نيذلا نئابزلا لبق نم اهب فترعم نوكيو مكيفظوم ءادأا يريغت في .مكعم لامعأاب مايقلا

جمانبرلا اذهف ، ةيراجتلا مكلامعأا في رمتس�لما نس�حتلا س�ايقل ممس�ُ

نوكي دق نئابزلا ةمدخ عوس�وم ىلع ءوس�لا طيلس�ت درمج نإا

دئاوفلا

ةس�الخاو ةماعلا تاس�س�ؤولما نم يرثكلا ءولج نم يس�اس�ألا فدهلا نأا ىدم راهظإا و اهئادأا زيزعت فدهب وه نئابزلا ةمدخ في زيمتلا جمانبرل جمانبرلل ىرخأا دئاوف كانهو . نئابزلا تاجايتحاب مامتهإلا في اهتيدج :لثم

ينيلخادلا نئابزلا هيلع قلطن ام اذهو ةس�س�ؤوملل ءامتنلاب ينفظولما روعس�ينفظولما ىدل عفاودلاو ةيونعلما حورلا عافتراو نس�تحلامعألا ءادأا س�ايقو نئابزلا ىس�ر ةجردمهفةس�س�ؤوملل ءلولا لياتلابو نئابزلا ىدل ءلولا ةدايز

ىدتنملا روضحل ةفدهتسملا ةئفلا

ةمدلخ يمامألا فس�لا في ينلماعلا عيمج ، نئابزلا ةمدخ زكارم ءاردم في ينلماعلا ،لاس�تإلا زكارم يفظوم ، ةيمدلخا تارازولا يفظوم ، نئابزلا تاس�س�ؤولماو قدانفلا في لابقتس�لا يفظومو ، تلاس�تإلا تاكرس�و فراس�لما .تاعيبلماوقيوس�تلايفظومو،ةماعلاوةس�الخاتايفس�تس�لمايفظوموةفلتخلما

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.

CUSTOMER EXCELLENCE Forum

employees and customers. CUSTOMER EXCELLENCE Forum قيبطتلا ةيجهنم مدختس�ن نحنف ،
employees and customers. CUSTOMER EXCELLENCE Forum قيبطتلا ةيجهنم مدختس�ن نحنف ،

قيبطتلا ةيجهنم

مدختس�ن نحنف ، بيردتلا طقف لمس�ت ل جمانبرلا اذهل انيمدقت ةقيرط نإا بس�حف اوققحي نل انئلامع نأا نم دكأاتنل تاينقتلاو بيلاس�ألا نم ةعوممج نيرخآلال ةفرعلما لقن نم نوديفتس�ي انمإاو طقف اهيلإا نوحمطي يتلا فادهألا .ماظنلا قيبطت ىلع رارمتس�لاو ةظفاحلما اوعيطتس�ي يكل

ةفاضم ةميق ميدقت

ومنل فدهت امدنع ةيفاس�إا ةزيم كيمدقت مدع ةركف لمتتح نأا كنكيم له ؟كيس�فانم نم ىوقأاو لس�فأا كنأا نمس�ت وأا كلامعأا

لاثم ايناطيرب في( ءلامعلا ةمدخ في زيمتلل ةينطو يرياعم كانه دجوت رمألا ناك اذإاو )نئابزلا ةمدخ في زيمتلا رايعم -CSE – مادختس�ا متي .مكتس�س�ؤولم ابس�انم ً يرياعلما نم عونلا اذه ناك اذإا ام ديدتح اننكيم مكبس�اني

بلطلا بس�ح ممس�م جمانرب لىإا جاتتح تلالحا بلغأا نأا دقتعن عقاولا في .رابتعلا ينعب ةكرس�لا كلت ةس�ايس�و لمعلا ةئيب ذخؤوت نأا نامس�ل كلذو

ىس�رل عفاودلاو ةمهلما لئاس�رلا عس�نس� ذفنتس� يتلا س�رولا في اننإاف اذل نأا نمس�ن يكل س�رولا في هنوملعتتس� ام للاخ نم مكتس�س�ؤوم في نئابزلا .كلذك مكنئابزو مكيفظومو مكلامعأا تاجايتحا ىبل دق انمجانرب نوكي

ً

ة��ي��نا��ط��ير��لا تارا��ط��ق��ل��ل ن���جر���ف ة��كر��س�����ل ة��ي��ل��م��ع ة���بر���تج ض���ار��ع��ت��س���ا ءا����م����ع����لاو ن�����ئا�����بز�����لا تا�����مد�����خ ن���س�������تح في ة����ح����جا����ن ة���بر���ج���ت���ك

ة���بر���ج���ت���ك Richard Miller (Practical Case Study of Virgin Trains-UK)
ة���بر���ج���ت���ك Richard Miller (Practical Case Study of Virgin Trains-UK)

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 Government’s 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.

Achievement Award for Customer Service, becoming an award finalist, with the winners to be announced in
Achievement Award for Customer Service, becoming an award finalist, with the winners to be announced in

CUSTOMER EXCELLENCE Forum

CUSTOMER EXCELLENCE Forum Keynote Speakers Profile Adnan Yousif President & Chief Executive of Al Baraka Banking
CUSTOMER EXCELLENCE Forum Keynote Speakers Profile Adnan Yousif President & Chief Executive of Al Baraka Banking

Keynote Speakers Profile

CUSTOMER EXCELLENCE Forum Keynote Speakers Profile Adnan Yousif President & Chief Executive of Al Baraka Banking
CUSTOMER EXCELLENCE Forum Keynote Speakers Profile Adnan Yousif President & Chief Executive of Al Baraka Banking
CUSTOMER EXCELLENCE Forum Keynote Speakers Profile Adnan Yousif President & Chief Executive of Al Baraka Banking

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 Air’s 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, Marcus’s 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

help desk & call centers. Ali holds a BA in Business Administration and an MBA in
help desk & call centers. Ali holds a BA in Business Administration and an MBA in

Presenters Profile

CUSTOMER EXCELLENCE Forum

Presenters Profile CUSTOMER EXCELLENCE Forum Graham Hull Mr. Hull has worked in the process improvement and
Presenters Profile CUSTOMER EXCELLENCE Forum Graham Hull Mr. Hull has worked in the process improvement and
Presenters Profile CUSTOMER EXCELLENCE Forum Graham Hull Mr. Hull has worked in the process improvement and

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 self- assessment 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 Air’s 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).

Worldwide Airlines Customer Relations Association (WACRA). Andrew Penn Mr. Penn has worked in the quality management
Worldwide Airlines Customer Relations Association (WACRA). Andrew Penn Mr. Penn has worked in the quality management

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.

the National Contact Centre of Bahrain (80008001), which was formed in line with the objectives of
the National Contact Centre of Bahrain (80008001), which was formed in line with the objectives of
the National Contact Centre of Bahrain (80008001), which was formed in line with the objectives of

CUSTOMER EXCELLENCE Forum

ةـــعـــيرـــــــــــس ةـــحــمـل يـف جـماــــــنرــبـلا

Customer Excellence Forum Bahrain 17 - 19 October 2011

The programme at a glance

Day

Time

 

Description

Speaker

 

07:30 - 08:30

R e g i s t r a t i o n

 
 

Opening Ceremony - Keynote Speaker The Importance of Customer Services at Financial Sector

Keynote Speaker :

08:30 - 09.30

Mr. Adnan Yousif

09.30

- 10:00

Tea

Break

MONDAY

10:00 - 12:00

CSE - What does Customer Excellence mean to you?

Mr. Graham Hull Mr. Andrew Penn

17

12:00 - 12:30

Tea

Break

/Prayer

Time

 

October

 

2011

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

Lunch

 

14:30 - 16:00

Quality Management and Customer Service (Call Centre Perspective)

Ms. Nada Al Gassab Customer Solutions & Quality Manager - Silah Gulf

 

08:00 - 08:30

Registration

(cont.)

 

Learning points / Q & A from yesterday`s sessions

 

08:30 - 10.30

CSE - How should you get to know what your customers want?

Mr. Graham Hull Mr. Andrew Penn

TUESDAY

10.30

- 11:00

Tea

Break

 

Triangle of Excellence

Keynote Speaker :

18

11:00 - 12:00

Mr. Marcus Bernhardt

October

12:00 - 12:30

Tea

Break

/Prayer

Time

2011

12:30 - 14:00

Recognising your Customer: Breaking the customer barriers

Ms. Kavita Al Jassim Head of Customer Care and Services Quality Control

14:00 - 14:30

Lunch

 

14:30 - 16:00

CSE - How to understand how to see the customers’ point of view

Mr. Graham Hull Mr. Andrew Penn

   

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

WEDNESDAY

10:30 - 11:00

Tea

Break

11:00 - 12:00

The latest on Call Center and future expectation

Keynote Speaker :

19

Mr. Ali Al Hashimi

   

October

12:00 - 12:30

Tea

Break

/Prayer

Time

2011

12:30 - 14:00

CSE - What really makes for satisfied customers?

Mr. Graham Hull Mr. Andrew Penn

14:00 - 14:30

Lunch

 

14:30 - 16:00

Customer Excellence Award (Virgin Trains Experience – A Case study)

Mr. Richard Miller Virgin Trains-UK

- 16:00 Customer Excellence Award (Virgin Trains Experience – A Case study) Mr. Richard Miller Virgin
- 16:00 Customer Excellence Award (Virgin Trains Experience – A Case study) Mr. Richard Miller Virgin

CUSTOMER EXCELLENCE Forum

CUSTOMER EXCELLENCE Forum Information About WACRA WACRA ( Worldwide Airline Customer Relations Association ) is a
CUSTOMER EXCELLENCE Forum Information About WACRA WACRA ( Worldwide Airline Customer Relations Association ) is a

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).

and the International Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For

Sponsors & Partners

Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or
Air Transport Association (IATA). Sponsors & Partners Organised & Managed by For registration and / or

Organised & Managed by

(IATA). Sponsors & Partners Organised & Managed by For registration and / or inquiries
(IATA). Sponsors & Partners Organised & Managed by For registration and / or inquiries
(IATA). Sponsors & Partners Organised & Managed by For registration and / or inquiries
(IATA). Sponsors & Partners Organised & Managed by For registration and / or inquiries

For registration and / or inquiries

& Managed by For registration and / or inquiries عاد�������بلإا�������ب
& Managed by For registration and / or inquiries عاد�������بلإا�������ب

عاد�������بلإا�������ب ةر�����ب�����خ�����لا جز������م������ن Blending Expertise with Innovation

جز������م������ن Blending Expertise with Innovation
جز������م������ن Blending Expertise with Innovation
جز������م������ن Blending Expertise with Innovation

Registration Form

ءلاـــمـعـلا ةــمدــــخ يـف زــــيـمـتلاّ

Customer Excellence

CUSTOMER EXCELLENCE Forum

Customer Excellence CUSTOMER EXCELLENCE Forum ــه 1432 ةد��ع�ق�لا وذ 21– 19 17- 19
Customer Excellence CUSTOMER EXCELLENCE Forum ــه 1432 ةد��ع�ق�لا وذ 21– 19 17- 19

ــه1432ةد��ع�ق�لا وذ 21– 19

17- 19 October 2011

ةد��ع�ق�لا وذ 21– 19 17- 19 October 2011 Account Name: Origin Consulting Bank: Bank of Bahrain
ةد��ع�ق�لا وذ 21– 19 17- 19 October 2011 Account Name: Origin Consulting Bank: Bank of Bahrain
ةد��ع�ق�لا وذ 21– 19 17- 19 October 2011 Account Name: Origin Consulting Bank: Bank of Bahrain
ةد��ع�ق�لا وذ 21– 19 17- 19 October 2011 Account Name: Origin Consulting Bank: Bank of Bahrain
ةد��ع�ق�لا وذ 21– 19 17- 19 October 2011 Account Name: Origin Consulting Bank: Bank of Bahrain
ةد��ع�ق�لا وذ 21– 19 17- 19 October 2011 Account Name: Origin Consulting Bank: Bank of Bahrain
Account Name: Origin Consulting Bank: Bank of Bahrain & Kuwait Account Number: 100000278570 Swift Code:
Account Name: Origin Consulting
Bank: Bank of Bahrain & Kuwait
Account Number: 100000278570
Swift Code: BBKUBHBM
Fees Inclusive of:
Fees Inclusive of:

Fees Inclusive of:

Free pass to all sessions/workshops

For 1 – 4 delegatesBD. 430 US$ 1140  Participants folder with forum materials

BD. 430

US$ 1140

Participants folder with forum materials

For 5 - 7 delegatesBD. 410 US$ 1088  Tea/Coffee Breaks & Lunch available for 3 days

BD. 410

US$ 1088

Tea/Coffee Breaks & Lunch available for 3 days

For 8 or more delegatesBD. 390 US$ 1035  A Certificate

BD. 390

US$ 1035

A Certificate

Breaks & Lunch available for 3 days For 8 or more delegates BD. 390 US$ 1035
Breaks & Lunch available for 3 days For 8 or more delegates BD. 390 US$ 1035
Breaks & Lunch available for 3 days For 8 or more delegates BD. 390 US$ 1035
Breaks & Lunch available for 3 days For 8 or more delegates BD. 390 US$ 1035