Conference day on Service Excellence

Tuesday 12-08-08 Kuala Lumpur
Wednesday 13-08-08 Singapore

Poor customer service is the number one reason why customers turn to competitors. Therefore creating the perfect customer experience is the key to building and maintaining successful business. In the end it is al about exceeding the customer’s expectations. AQ services invites you to visit a half day conference on customer experience management. Customer service should be on your agenda and therefore we chose for this unique approach:

No fixed rate, YOU decide how much loyal customers are worth! Make your bid now for the Service Excellence conference day. Go to www.conferencebay.com, simply register and place your bid by clicking the “Service Excellence Button!” Any reasonable offers will be accepted.

At this event, hospitality expert and Director of Europe and Asia for the Leading Hotelschools of the World, Mr Sander Allegro will share his knowledge on how “the hospitality approach” can make customers more loyal and increase your sales. Mystery shopping will be explained as a tool to create the perfect customer experience.  Knowing your strengths and weaknesses on front line performance is the first step to more loyal customers and an increase of sales. The event will give managers the opportunity to see what the hospitality approach and mystery shopping can do for their company/industry in specific.

The Hospitality Approach ‘Serve better, sell more’

In today’s experience economy, leading companies are working hard to optimize service performance. Benchmarking against the hospitality sector may provide an interesting option for these leaders. Like any service, hospitality is intangible and heterogeneous. On top of that, production and service take place at the same time, making quality control a challenging adventure. But hospitality is more: it is geographically fixed and it includes environmental factors like ambiance and atmosphere. Hospitality entrepreneurs have learned to play with 3 factors: product, behavior and environment. These three ingredients can be used to create hospitality experiences ranging from fast food meals to 5 star hotel stays. The hospitality approach can be used in any industry and helps building a better path to your customers, which is the key to sustainable success in tomorrow’s business environment.

Taking the mystery out of mystery shopping

How front line performance can make or break your business in this experience economy. Jan Smulders, MD AQ Services International, will give insight on the use of mystery shopping and how leading corporations around the world are using new management tools such as mystery shopping to create the perfect customer experience. “Companies invest millions in their Brand, and with that, create a promise to consumers that they often can not live up to”.

» 12 August 2008 - Kuala Lumpur
» 13 August 2008 - Singapore

For more information please feel free to contact:

Ms. Poh Theng Loo or Mr. Herman van Breemen
Tel: +60 (0)3 2072 1133
Email: loo@aq-services.com, breemen@aq-services.com