01-05 November 2021 Dubai, UAE

Managing Service Quality & Customer Satisfaction

Seminar Starts on 

 01-05 November 2021 at

Radisson Blu Hotel, Dubai Deira Creek

Baniyas Rd - Deira Al Rigga

DUBAI, United Arab Emirates

Time Left to Seminar

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About this Course

Service Quality and Customer Satisfaction



Becoming customer centric is one of the most important aims of any organisation because customers are the life blood of any organisation. Customer centric refers to the orientation of a company to the needs and behaviours of its customers rather than internal drivers such as the quest for short term profit. 

Customers have high expectations and demand quality customer services from companies they chose to do business with. Providing customer service excellence gives an organisation a competitive advantage in the market place and is the key factor that keeps customers coming back. 


Successful organisations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. 

Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic 5-days training course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation. 


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Course Objectives

  • Develop a strategy to build a more proactive, customer centric organisation.

  • Analyse and implement the best practices of world-class customer centric organisations.

  • Utilise interpersonal skills as vital tools in the provision of customer service.

  • Measure and assess now well customer service standards and objectives are being achieve.

  • Enhanced communication, persuation and conflict resolution skills.


  • Participation of interactive plenary sessions 

  • Introduction of basic principles and concepts of service quality management  

  • Sharing good practices/case studies by professional expertise

  • Exchange experiences and open discussions with participants in smaller groups.

Target Audience

  • Directors and those responsible for Profitable growth within the Organization.

  • All business professionals in customer Service positions or with specific responsibilities for Service Quality and Customer Satisfaction

  • Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills

  • Marketing professionals looking for a compelling strategic edge in the market

  • Team leaders looking to relate to their teams and to higher management

Program Summary


Welcome to

Managing Service Quality
Radisson Blu Hotel, Dubai, UAE


Pricing Tables

Flexible pricing with no surprises

Seminar Agenda

Packed with valuable real‑world training

01 Nov 2021

Session A | 9:00 12:00 a.m.
Developing a Customer Mindset that delivers Outstanding Customer Service

Developing a mindset dedicated to delivering outstanding customer service to both internal and external customers. How to convert customers into company advocates

Session A | 1:00 – 3:00 p.m.
How to Create Customer Value, Interpret and Monitor Customer Satisfaction

How to create customer value, satisfaction and loyalty. Understand customer perceived value; interpreting and monitoring customer satisfaction. Attracting and retaining customers. 

02 Nov 2021

Session B | 9:00 – 12:00 a.m.


Understanding Customer Satisfaction, Needs and Requirements, Measure Customer satisfaction 


Understanding customer needs and requirements. Measuring the levels of customer satisfaction, Defining and implementing the customer feedback, contract review and customer focus.

Session B | 1:00 – 3:00 p.m.


Introducing Systems and Customer Related Processes



Be capable of introducing systems and customer related processes, customer review and customer focus, Quality Function Deployment, SMART and Customer satisfaction surveys

03 Nov 2021

Session C | 9:00 – 12:00 a.m.
Measuring and Monitoring Customer Satisfaction


Importance of measuring and monitoring customer satisfaction; Why it is critical to encourage customer complaints and feedbacks. Customer service measuring and monitoring   

Session C | 1:00 – 3:00 p.m.
Using Customer Centric Diagnostic Tools

Using customer centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvements. Strategies for working with difficult and demanding customers.

04 Nov 2021

Session D | 9:00 – 12:00 a.m.
Leading the way to Service Quality and Customer Service Excellence


The importance of Attitude, teamwork and professional development. Setting performance goals; Coaching and mentoring strategies, Methods to empower and motivate customer service employees

Session D | 1:00 – 3:00 p.m.
Service Quality and Six Sigma


Learn the 12 Principles of quality customer service; Understanding and managing processes for quality; Six Sigma and lean six sigma in Service; Building a culture of quality

Friday, 05 Nov



& Safari

Meet your Facilitators


Ms. Dawn Williams

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Experienced Trainer & Facilitator and Productivity Consultant with many years of experience in Management and Administration 


Ms. Christina Thierbach 

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An experienced Facilitator, Coach and Trainer with practical experience in management and Administrative functions

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Ms. Natasha Chundhur

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Highly experienced and adaptable, professional that has facilitated Administrative and Management seminars in Southern Africa.


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