Bangkok--8 Jun--The Executive Alliance
The Premier Customer Satisfaction & Service Conference 2011"Customer Satisfaction & Service Quality Measurement Strategies 2011"24-25 August 2011 At Pullman Hotel, KingPower Bangkok
Customers are demanding more and more and it's harder to serve dynamic needs in "the sameness" product and quality and the new media has given the consumer power to express their attitudes and spread both good and bad news quickly. To sustain your business and stay ahead from competitors, you need to know what your customers think of your products and services. Service quality could lead the brand and differentiate yourself against others in the same industry.
Customer Satisfaction & Service Quality Measurement Strategies 2011 taking place from 24-25 August 2011 at Pullman Hotel, KingPower Bangkok will provide a platform for leading customer relation and service related professionals to explore latest customer satisfaction measurement strategies, utilize customer insights for customer service planning and management, driving organization service culture through recognition initiatives, optimizing service branding, managing effective service performance, cost and time of operation, setting KPI to monitor service operations, adding service value through customer contact and call center, and integrating CS KPI in employee and organizational performance to benchmark service effectiveness throughout the organization.
7+1 Real Showcases & Cases Highlights:
* From Customer Satisfaction to Customer Profitability: Different Service Strategies for Different Customer Segments
* Reinforcing Service Process Improvement Strategies in All Functions to Ensure Service Process and Delivery System Aligned with Organizational Goals in Achieving Customer Satisfaction and Business Performance
* Strategies to Leverage Customer Feedback & Complaints into Service Quality Process for Service Recovery and Improvement Strategies
* Innovative Tools & Strategies to Excel Customer Satisfaction for Tangible Results from Outside-In Approaches
* Exploring Recognition Culture: A Priceless Tools to Sustain Customer Satisfaction
* Driving Service Branding through Injecting Service Identity & Quality Excellence to Create No.1 Image Caring Brands for Customers
* Excelling Customer Satisfaction By Developing Excellent Touch Point through Impressive Service of Customer Contact & Call Centers
* Strategies to Integrate Customer Satisfaction KPIs to Employee and Functional Performance Measurement System to Evaluate Service Quality & Effectiveness
8 Top Service Brands & Speakers Showed in the Event:
Ms. Michelle Pantupongse
Assistant Vice President
Service & Performance Management
Total Access Communication Public Co Ltd (DTAC)
Ms. Aim-On Wongsaparn
Human Resource Development Manager
Yum! Restaurants International (Thailand) Ltd (KFC & Pizza Service Brand)
Mr. Napoldej Kitchanpaiboon
Personal Assistant Management Manager
Advanced Contact Center Co Ltd (AIS Contact Center)
Mr. Steven Hacking
Asia Regional Pricing and Customer Service Manager
Linde Group (Leading Global Gas Business)
Ms. Charasphan Chamsai
Customer Service Director
TNT Express Worldwide (Thailand) Co Ltd
Mr. Pakin Ploypihca
CEO
The Oasis Spa
Mr. Thanisorn Kamjanakul
Customer Service Manager, FCSD Thailand
Ford Motor Thailand
Ms. Kesayamol Anutarapinyo
Research Director
TNS Research International
Some of the Key Topics Up for Discussion Include | Why You Should Attend:
* Obtaining clear and concise customer insights and satisfaction strategies and translate the information for service quality planning and management
* Maximizing service effectiveness through injecting service process improvement strategies to manage performance, time and cost of operations
* Handling customer feedback and complaints effectively and utilize data for service process improvement
* Maintaining existing customer and win-back lost and dissatisfied customers
* Exploring new and innovative tools to excel customer satisfaction from outside-in approaches with CSI, measurement strategies and benchmarks approaches
* Boosting employee morale and decentralize recognition through reward and recognition strategy
* Hearing from CEO to live the service brand and excel service identity and quality to excellence
* Transforming customer contact center and call center as the leading function for excelling customer satisfaction
* Knowing how to integrate customer satisfaction KPIs to employee and functional performance measurement system
Who Should Attend
Senior Vice Presidents, Vice Presidents, General Managers, Directors, Assistant Vice President, Senior Managers, Managers, Supervisors of
* Customer Satisfaction
* Service Quality
* Service Delivery
* Service Strategy
* Quality Assurance
* Customer Service/ Care
* Customer Relations & Affairs
* Customer Relationship Management
* Customer Acquisition & Retention
* Customer Experience
* Guest Relations/ Client Relations
* Cal Center/ Contact Center
* Client Management
* Operational Excellence
* After Sales Service
* Tele-Marketing
* Key Account Management
We are looking forward to hearing and welcoming you in the event :)
3 Special Privilege
* 3 For 1 Free! Every 3 Seat Reservation will Gain 1 Complimentary Seat
* Save! 3,000 Baht for Registration before 13 June 2011
* Free WiFi Access in the Forum
Brochure Download: http://www.executive-all.com/conference.php
The Executive Alliance Co Ltd
48/13, Sukhumvit 26, Klongton
Klongtoey, Bangkok 10110
Tel: 02-186-2671
Fax: 02-186-2672
Email:
[email protected]
Website: www.executive-all.com