关键信息
- 日期
- 2027年3月15–19日（5天）
- 地点
- 阿布扎比温德姆霍桑套房酒店（阿联酋阿布扎比）
- 每位学员费用
- £2,860（英镑）
- 付款
- 通过发票和银行转账付款
- 报名截止
- 2027年1月24日
- 适用对象
- 本培训项目既适合经验丰富的专业人员，也适合刚承担新职责的人员。我们鼓励来自不同机构和国家的学员组成…
- 证书
- 结业证书
- 内训选项
- 按您的日期，为您的团队专场举办
培训项目概述
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.
本培训项目由Risalat Consultants International在阿联酋阿布扎比举办，结合专家主讲、真实案例与小组练习，帮助学员将所学应用于本单位工作。
本培训项目可在以下方面加强机构能力：
- 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.
- 收集
- 清洗
- 存储
- 分析
- 决策
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.
各机构日益需要能够做到以下几点的专业人员：
- 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
强大的能力有助于机构：
- 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
本培训项目既适合经验丰富的专业人员，也适合刚承担新职责的人员。我们鼓励来自不同机构和国家的学员组成混合小组，因为学员能从彼此的经验中获益良多。
本培训项目适合：
- 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
- 地方政府官员
- Tourism business owners and managers
- Marketing and promotion staff
勾选您的团队需要具备的能力。
培训项目目标
培训目标聚焦于学员在培训后能够做什么，而不仅仅是知道什么。每项目标都会在一周内通过练习、案例或小组作业加以实践。
完成本培训项目后，学员将能够：
- 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
- 数字营销
- 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
完整的每日课程内容
First Day | Sustainable tourism foundations
当天奠定基础，并将主题与学员所在机构的实际相联系。
- 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
学员从原则走向实践，围绕真实案例开展练习。
- 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
重点是通过结构化的小组作业应用方法和工具。
- 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
通过案例和练习展示该方法在真实项目和机构中的运作方式。
- 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
- 数字营销
- Visitor experience design
Fifth Day | Communities, monitoring and action planning
学员汇总一周所学，并准备好回到工作岗位后要采取的行动。
- 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
培训方法
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.
培训开始前，简短的课前评估可帮助讲师了解每位学员的岗位职责和重点关注事项，以便根据学员群体调整案例和练习。每天结束时安排简短的反思环节，学员记录下将在工作中应用的内容。
- 专家主讲当前实践
- 区域及国际案例研究
- 小组作业与实践练习
- 视情况安排模拟演练与角色扮演
- 探讨学员自身面临的挑战
- 每日反思与行动规划
- 投入
- 活动
- 产出
- 成果
- 影响
机构应用
本培训项目的设计旨在让学习成果从课堂延伸至机构。学员尽可能围绕自身的流程和文件开展练习，并在结业时带走一份可供其主管审阅和支持的行动计划。
本培训项目帮助机构加强：
- 目的地管理
- Heritage protection
- 市场营销
- Community involvement
- Performance monitoring
学员将带着实用工具回到工作岗位，以提升：
- Destination plans
- Visitor management
- Marketing plans
- Partnership agreements
- Tourism statistics
区域相关性与应用
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.
同一培训项目也可为单一机构以内训形式在其本国或在线举办，案例取材于该机构当前的工作。
所选案例和练习反映公共机构及捐助方资助项目的实际情况，我们鼓励学员带来自身工作中当前面临的挑战，使结业时带走的行动计划可直接使用。
东道国概况：阿联酋
阿布扎比是阿拉伯联合酋长国首都和阿布扎比酋长国首府，是阿布扎比中央首都区所在地，也是阿联酋仅次于迪拜的第二大人口城市。来源：维基百科。
本培训项目在阿布扎比温德姆霍桑套房酒店举办。
Expected Outcomes of Exceptional Service Culture – New Perspective in Abu Dhabi Training
学员将能够：
- Plan destinations sustainably
- Protect and manage heritage
- Market destinations effectively
- Involve communities and share benefits
- Monitor performance and impacts
- Lead improvement in their destination
学员结业时将获得个人行动计划和实用工具，回到工作岗位的第一周即可在机构中应用。派出多名学员的机构可借助本培训项目，在各团队之间统一方法和模板，使改进成果更易持续。
每位学员£2,860 · 通过发票和银行转账付款 · 5人及以上团体报名可享优惠
同一机构五人及以上：请在申请发票时索取团体价。
Ten or more: an in-house version for your institution may cost less per person. Ask for an in-house quote.
Registration closes in 83 days (24 Jan 2027)
课程成果
学员在培训前、培训中及培训后均可获得支持，使准备、学习与跟进形成连贯完整的体验。
培训开始前
- 学员课前评估
- Exceptional Service Culture – New Perspective in Abu Dhabi Readiness Assessment
- Exceptional Service Culture – New Perspective in Abu Dhabi Resource Pack
- 课前阅读资料
- 免费签证支持与咨询
- 机场接机与欢迎协助
- 住宿（含早餐）
- 欢迎交流晚宴
培训期间
- Risalat培训礼包（背包、水瓶、马克杯、T恤、帽子、护照套、笔、笔记本、冰箱贴及钥匙扣）
- Comprehensive Exceptional Service Culture – New Perspective in Abu Dhabi Training Manual
- Destination Assessment Checklist
- Visitor Management Plan Template
- Marketing Plan Template
- Tourism Monitoring Template
- 实践研讨与模拟演练
- 小组讨论与同伴学习
- 每日午餐与茶歇
- 全面使用培训场地设施
- 装有数字学习资料的迷你平板电脑
- 实地考察（如适用）
- 城市休闲观光
培训结束后
- 结业证书
- Risalat培训项目参与表彰奖
- 培训后参考资料
- Heritage Site Management Checklist
- Community Benefit Plan Template
- 培训后支持与跟进指导
- 培训项目报告
Institutions can also request a tailored in-house version of this programme, delivered at their premises or online. Request a proposal.
常见问题
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.
谁应参加？
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.
我能获得证书吗？
能。完成本培训项目的学员将获得Risalat Consultants International颁发的结业证书。
本培训项目能否仅为我们机构单独举办？
可以。我们可以在贵机构所在地、其他城市或在线提供量身定制的内训版本，并围绕贵机构自身的案例设计内容。请使用本页面的方案建议书申请表。
Do I need prior experience in tourism, culture and heritage?
除具备相关岗位经验外，无需其他专业背景。简短的课前评估可帮助讲师根据学员群体调整课程。
为何选择在阿布扎比举办本培训项目
阿布扎比是一座宁静的首都，拥有实力雄厚的公共部门机构，适合举办政府绩效和能源领域的培训项目。
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.
交通： 扎耶德国际机场（AUH）。
使用免费的签证查询工具确认您是否需要签证，完成报名后即可申请邀请函。
