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  • Interview with Anna Power – Head of Service Training for Dubai Airports
    “Achieving excellent customer service in a multicultural environment is always a challenge and there is no place where this is felt more than in an international airport, with millions of people from all over the world to deal with on a daily basis. So how can it be done?
    Anna Marie Power, Head of Service Training at Dubai Airports, shares the strategies of the region’s busiest airport in delivering customer service to this global hub.”

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  • REPORT: OVERVIEW OF THE PRACTICES AND PERCEPTIONS OF CUSTOMER SERVICE IN UAE
    This study conducted by IQPC captures what the market perceives to be the current situation of Customer Service in UAE. The respondents come from across all sectors of Customer Service, from hospitality, banking and retail, to airlines and government, from small and medium companies to large organisations. Here are some of the findings you can learn from the report:
  • How is Customer Service perceived in UAE
  • What are the challenges of Customer Service excellence
  • How are companies measuring customer satisfaction
  • What are the main focus points of organisations and the areas that need improvement
  • What are the common strategies used to achieve customer satisfaction

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  • Customer Service "Best Practices" Simply Aren't Good Enough
    Says Tom Graves, director of customer service for Carolina Biological Supply: “World class for some companies is 80% of calls answered in 20 seconds or less. For us, that’s not good enough. It’s not good enough for the educators we serve.”
    So, how exactly did Tom Graves so notably improve his company’s NPS score? What is Carolina Biological Supply doing to better satisfy its specific audience? Find out in this exclusive CustomerManagementIQ.com video interview.

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  • A new age in customer loyalty
    In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty advantage. Hear some surprising and counterintuitive insights on the difference between customer satisfaction and customer loyalty—and find out what the band Phish can teach us about delivering wow experiences. In this session, Brookeside Group CEO Tom Cates, an expert in a comprehensive approach to customer loyalty, sheds some light on the matter.

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