Key facts
- Dates
- 15–19 Mar 2027 (5 days)
- Where
- Hawthorn Suites by Wyndham Abu Dhabi, Abu Dhabi, UAE
- Fee per participant
- £2,860 (GBP)
- Payment
- By invoice and bank transfer
- Registration closes
- 24 Jan 2027
- Who it is for
- The programme suits experienced professionals as well as those moving into new responsibilities. Groups that mix institutions and countries are enc…
- Certificate
- Certificate of completion
- In-house option
- Run it for your team, on your dates
On this page 13 sections
Programme Overview
A service culture exists when you motivate the employees in your organization to take a customer-centric approach to their regular duties and work activities. Sales and service employees put customer needs first when presenting solutions and providing support. Other employees work behind the scenes to ensure customers get great product experience. Developing a service culture requires time and consistency, however in return it ensures repeat customers, more sales, and better cash flow.
Delivered by Risalat Consultants International in Abu Dhabi, UAE, it combines expert-led sessions, real cases and group work, so that participants can apply what they learn in their own institution.
The programme strengthens institutional capability in:
- Understanding Customer Service Excellence & Customer Experience
- Defining Customer Service Culture & Customer Centricity
- Practical Self-Assessment for the Organization
- How does your organization look like – Customer’s Point of View
- Customer Expectations – Are they Fulfilled?
- Does Your Organization Need to Alter customer service culture?
- The Cost of Service
- Reinventing your customer experience
- Destination planning and management
- Sustainable tourism principles
- Heritage conservation and management
- Marketing and visitor experience
It is designed for customer Service managers, customer Service staff, account managers & Account management teams and others who want practical, current skills in tourism, culture and heritage.
- Collect
- Clean
- Store
- Analyse
- Decide
Why Exceptional Service Culture – New Perspective in Abu Dhabi Matters Now
Tourism, culture and heritage support jobs, local businesses and national identity. To grow sustainably, destinations need planning that balances visitors, communities and the environment.
Public bodies, operators and communities increasingly work together on destination management, marketing and heritage protection. Teams with these skills help places benefit from tourism without losing what makes them valuable.
This Exceptional Service Culture – New Perspective in Abu Dhabi programme brings these elements together in a practical format, so that participants understand not only what good practice looks like but also how to introduce it in their own setting, with the people and resources they have.
Institutions increasingly need professionals who can:
- Plan destinations that balance visitors and communities
- Protect and manage heritage
- Market destinations and improve visitor experience
- Involve communities and share benefits
- Monitor tourism performance and impacts
Strong capability helps institutions:
- Grow tourism sustainably
- Protect heritage and the environment
- Create local jobs and businesses
- Attract investment and partners
Who Should Attend This Exceptional Service Culture – New Perspective in Abu Dhabi Training
The programme suits experienced professionals as well as those moving into new responsibilities. Groups that mix institutions and countries are encouraged, because participants learn a great deal from each other’s experience.
This programme is designed for:
- Customer Service managers
- Customer Service staff
- Account managers & Account management teams
- Function and Department Heads
- Customer Service Team Leaders and Supervisors
- Anybody interested in customer service excellence
- Tourism ministry and agency staff
- Destination managers
- Heritage and culture officials
- Local government officials
- Tourism business owners and managers
- Marketing and promotion staff
Tick what your team needs to be able to do.
Programme Objectives
The objectives focus on what participants will be able to do after the programme, not only on what they will know. Each one is practised during the week through exercises, cases or group work.
By the end of this programme participants will be able to:
- Comprehend the concept of customer service excellence and Define the Service Culture
- Suggest ideas for reinventing customer service experience in the organization
- Employ best practices in order to ensure customer satisfaction and retention
- Align Organizational Vision, Values and Service Culture
- Reinforce Brand Value and corresponding behaviors
- Explain the principles of sustainable tourism
- Plan and manage a destination with stakeholders
- Apply heritage conservation and management practices
- Develop marketing and visitor experience plans
- Involve communities and share benefits fairly
Exceptional Service Culture – New Perspective in Abu Dhabi Training Structure & Contents
- Understanding Customer Service Excellence & Customer Experience
- Does Your Organization Need to Alter customer service culture?
- Measuring customer centric culture progress against set targets
- Managing Customer Complaint & Feedback System
- Acting on feedback through Service Improvement Action Teams
- Trends in tourism and culture
- Principles of sustainable tourism
- Defining Customer Service Culture & Customer Centricity
- The Cost of Service
- Building and maintaining customer and employee trust
- Employee Training, support, reinforcement and discipline
- Personal service improvement action plan
- Destination assessment
- Carrying capacity and visitor management
- Practical Self-Assessment for the Organization
- Reinventing your customer experience
- Sharing feedback – customers, suppliers and employees
- Facilitating cross-functional collaboration
- Heritage conservation principles
- Managing heritage sites
- Cultural events and creative industries
- How does your organization look like – Customer’s Point of View
- Organizational Vision & Values
- Developing and aligning to culture and feedback metrics
- Identifying and implementing significant changes in customer experiences
- Market research and positioning
- Digital marketing
- Visitor experience design
- Customer Expectations – Are they Fulfilled?
- Customer satisfaction, retention, advocacy and sustained revenue growth
- Employee Proficiency in Technical and Soft Skills
- Developing visual tools to constantly reinforce brand values and behaviors
- Community involvement and benefit sharing
- Monitoring tourism performance
- Crisis and risk management
Full day-by-day contents
First Day | Sustainable tourism foundations
The day sets the foundations and links the topic to participants' own institutions.
- Understanding Customer Service Excellence & Customer Experience
- Does Your Organization Need to Alter customer service culture?
- Measuring customer centric culture progress against set targets
- Managing Customer Complaint & Feedback System
- Acting on feedback through Service Improvement Action Teams
- Trends in tourism and culture
- Principles of sustainable tourism
Second Day | Destination planning
Participants move from principles to practice, working on realistic examples.
- Defining Customer Service Culture & Customer Centricity
- The Cost of Service
- Building and maintaining customer and employee trust
- Employee Training, support, reinforcement and discipline
- Personal service improvement action plan
- Destination assessment
- Carrying capacity and visitor management
Third Day | Heritage and Culture – New Perspective
The focus is on applying methods and tools through structured group work.
- Practical Self-Assessment for the Organization
- Reinventing your customer experience
- Sharing feedback – customers, suppliers and employees
- Facilitating cross-functional collaboration
- Heritage conservation principles
- Managing heritage sites
- Cultural events and creative industries
Fourth Day | Marketing and partnerships
Cases and exercises show how the approach works in real projects and institutions.
- How does your organization look like – Customer’s Point of View
- Organizational Vision & Values
- Developing and aligning to culture and feedback metrics
- Identifying and implementing significant changes in customer experiences
- Market research and positioning
- Digital marketing
- Visitor experience design
Fifth Day | Communities, monitoring and action planning
Participants bring the week together and prepare the actions they will take back to work.
- Customer Expectations – Are they Fulfilled?
- Customer satisfaction, retention, advocacy and sustained revenue growth
- Employee Proficiency in Technical and Soft Skills
- Developing visual tools to constantly reinforce brand values and behaviors
- Community involvement and benefit sharing
- Monitoring tourism performance
- Crisis and risk management
Training Methodology
Exceptional Service Culture Training in Abu Dhabi, UAE is a highly interactive training course. The consultant will encourage the maximum participation of all delegates while leading the sessions. The presenter will employ contemporary adult learning methodology, including but not limited to case studies, group assignments, role plays, situational examples, video resources, etc. in order to maximize the results and ensure the comprehension of the material covered.
Before the programme, a short pre-assessment helps the facilitators understand each participant’s role and priorities, so that examples and exercises can be adjusted to the group. Each day ends with a short reflection in which participants note what they will apply at work.
- Expert-led sessions on current practice
- Regional and international case studies
- Group work and practical exercises
- Simulations and role plays where relevant
- Discussion of participants' own challenges
- Daily reflection and action planning
- Funds
- Entity
- Project
- Results
- MRV
Institutional Application
The programme is built so that learning moves from the classroom into the institution. Participants work on their own processes and documents where possible, and leave with an action plan that their managers can review and support.
This programme supports institutions in strengthening:
- Destination management
- Heritage protection
- Marketing
- Community involvement
- Performance monitoring
Participants return with practical tools to improve:
- Destination plans
- Visitor management
- Marketing plans
- Partnership agreements
- Tourism statistics
Regional Relevance & Application
Holding the programme in Abu Dhabi, UAE brings together participants from the Middle East and other regions, so they can compare how tourism, culture and heritage is handled in different settings.
The same programme can also be delivered in-house for one institution, in its own country or online, with cases taken from its current work.
Examples and exercises are chosen to reflect the realities of public institutions and donor-financed projects, and participants are encouraged to bring a current challenge from their own work so that the action plan they leave with is directly usable.
Host Country Profile – UAE
Abu Dhabi is the capital city of the United Arab Emirates, and of the Emirate of Abu Dhabi, the seat of the Abu Dhabi Central Capital District and the UAE's second-most populous city, after Dubai. Source: Wikipedia.
The programme takes place at Hawthorn Suites by Wyndham Abu Dhabi.
Expected Outcomes of Exceptional Service Culture – New Perspective in Abu Dhabi Training
Participants will be able to:
- Plan destinations sustainably
- Protect and manage heritage
- Market destinations effectively
- Involve communities and share benefits
- Monitor performance and impacts
- Lead improvement in their destination
Participants leave with a personal action plan and practical tools they can use in their institution from the first week back. Institutions that send several participants can use the programme to agree shared methods and templates across teams, which makes improvements easier to sustain.
£2,860 per participant · invoice and bank transfer · groups of 5 or more receive a discount
Five or more from one organisation: ask for the group rate on the invoice request.
Ten or more: an in-house version for your institution may cost less per person. Ask for an in-house quote.
Registration closes in 78 days (24 Jan 2027)
Course Deliverables
Participants receive support before, during and after the programme, so that preparation, learning and follow-up form one continuous experience.
Before the Programme
- Participant Pre-Assessment
- Exceptional Service Culture – New Perspective in Abu Dhabi Readiness Assessment
- Exceptional Service Culture – New Perspective in Abu Dhabi Resource Pack
- Preparatory Reading Materials
- Complimentary Visa Support & Advisory
During the Programme
- Airport Pickup & Welcome Assistance
- Accommodation with Breakfast
- Welcome Networking Dinner
- Risalat Training Kit (Bag, Bottle, Mug, T-Shirt, Cap, Passport Cover, Pens, Notebook, Magnet & Keychain)
- Comprehensive Exceptional Service Culture – New Perspective in Abu Dhabi Training Manual
- Destination Assessment Checklist
- Visitor Management Plan Template
- Marketing Plan Template
- Tourism Monitoring Template
- Practical Workshops & Simulations
- Group Discussions & Peer Learning
- Daily Lunch and Refreshments
- Full Access to Training Venue Facilities
- Mini Pad / Tablet with Digital Learning Materials
- Field Visit (where applicable)
- Entertaining City Tour
After the Programme
- Certificate of Completion
- Risalat Programme Participation Recognition Award
- Post-Training Reference Materials
- Heritage Site Management Checklist
- Community Benefit Plan Template
- Post-Training Support & Follow-Up Guidance
- Programme Report
Institutions can also request a tailored in-house version of this programme, delivered at their premises or online. Request a proposal.
Frequently Asked Questions
When and where does the Exceptional Service Culture – New Perspective in Abu Dhabi programme take place?
It runs from 15 Mar 2027 to 19 Mar 2027, in Abu Dhabi, UAE (Hawthorn Suites by Wyndham Abu Dhabi). The registration deadline is shown at the top of this page.
Who should attend?
The programme is designed for customer Service managers, customer Service staff, account managers & Account management teams, function and Department Heads, and others who want practical skills in tourism, culture and heritage.
Will I receive a certificate?
Yes. Participants who complete the programme receive a Certificate of Completion from Risalat Consultants International.
Can this programme be delivered for our institution only?
Yes. We can deliver a tailored in-house version at your premises, in another city or online, built around your own cases. Use the proposal request on this page.
Do I need prior experience in tourism, culture and heritage?
No specialist background is required beyond experience in a related role. A short pre-assessment helps the facilitators adapt the sessions to the group.
Training courses in Abu DhabiCustomer Service & Hospitality training courses
Why Abu Dhabi for this programme
Abu Dhabi is a calm capital with strong public sector institutions, useful for programmes on government performance and energy.
The Exceptional Service Culture – New Perspective in Abu Dhabi programme in March 2027 brings together officials and professionals from across the Middle East region and beyond. Sessions combine short inputs, case studies and group work on participants' own files, and the city's institutions can be added as a study visit on request.
Getting there: Zayed International (AUH).
Check whether you need a visa with the free Visa Checker, and ask for an invitation letter once you are registered.
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