Author of best selling retail success guide to lead MECSC workshop

The training programme is part of MECSC's ongoing efforts to develop strong professional talent in the region to meet the needs of the growing shopping malls industry.

With more than 40 years retail experience, Wold is one of retail's most sought after speakers. She is also the author of The Yearbook, a retail success guide developed to better equip today's retailers with the necessary tools to do well, standout in the marketplace and achieve increased productivity.

The training programme will take place from August 29-30, 2007 at Sofitel City Centre Hotel, Dubai and will focus on how to retain customers and maximize customer loyalty.

"Customer relationship management is the key to the success of any business. As customers are constantly bombarded with a variety of brands, products and messages, it has become increasingly difficult to retain their loyalty. During the two day workshop, participants will learn customer-driven strategies and innovative management tools to ensure market differentiation, improve customer loyalty and maximise return on investment, all through superior customer service management," said Kim Redman, Regional Director, Middle East Council of Shopping Centres.

With practical examples and case studies, Wold will illustrate the main ingredients of customer loyalty building- customer service and customer experience management, leveraging employee relationship and managing customer relationship. The topics will also cover strategies for delivering customer expectations, ways to inspire great performance from team members and manage relationships to drive return on investment.

The two day intensive workshop is useful for all those who deal with customers on a daily basis, especially for managers and executives in Customer Service, Retail Sales, Front Desk, Shopping Centre Management, Tenant Relations and Hospitality.

As part of its continuing training programmes, MECSC will also hold a three day course on Operations and Facilities Management from November 18-20 and a two day programme on Tourism Marketing from December from 5th to 6th in Dubai.