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Small Client Conference « Why Invest in Customer Service ? » Monday - MARCH, 14 - 6:30 pm - ESCP Europe 79, Av. de la République 75011 Paris - Metro : Saint-Maur THERE IS NO SMALL CLIENT The right service is the one that matches the specific needs of each client To follow the conference on Twitter #wics Discover why and how leading companies have invested successfully in customer service to grow their market share. What are the best actions (recruitment, training, IT systems, communication ...) How to measure ROI? We have invited top managers or experts of leading companies operating in tourism, travel and hospitality industry. - Ralph Hababou - French author of « Customer Service for Dummies » - Luc Delafosse – General Manager Hôtel de Crillon Paris - Nicolas Petrovic – CEO Eurostar - Benoît Bourla – CEO Relaytion *** Doors open at 5.45pm – Conference : 6.30-8.30pm – Cocktail&Networking : until 10:30pm For Alumni Conference only : 10€ or Conference & Cocktail : 35 Euros For Non-Alumni and any registration after March, 7 Conference only : 20€ or Conference & Cocktail : 50 Euros REGISTER NOW !!! www.clubtourisme.com (Please register before March, 7) Alumni of Cornell, Cnam, Edhec, Escp Europe, Essec, Harvard Club of France, Hec, Imhi, Insead, Lausanne, Comité Bougainville and their friends SPEAKERS’ PROFILE Ralph Hababou – CEO of PB◊RH Conseil – Author of « Customer Service for Dummies » in French (First Ed. Oct 2010) Graduated from Essec Business School in 1982, Ralph Hababou spent 2 years in Milan for the French Embassy in Italy. He started his career at IBM as Sales Engineer in 1984. His first book « Service compris* », published in 1986 was sold with more than 500.000 pieces. He founded in 1987 with his co-author « PB◊RH Conseil » a consulting and training company. In 1994, he introduced in France the espresso-bar concept and creates the Columbus Café®. In 2004, the company was sold. In 2005, Ralph Hababou becomes the owner of by holding 100% of shares and starts a big survey on « Customer Service, what’s new ? ». He meets more than 100 top managers and publishes in 2007 « Service gagnant – Les secrets des entreprises qui créent la différence* », sold already at a level 50.000 books. Ralph was invited to more than 1500 conferences in top European and French leading companies. Luc Delafosse - GM of Hôtel de Crillon, Paris Luc Delafosse has more than 25 years of experience in the luxury hotel industry and has managed some of the grandest 5-star hotels in the world over the course of an international career spent mainly between London, Monaco and Dubai. He started his career at the Savoy Hotel in London where he worked between 1984 and 1987, before joining the Hotel de Paris in Monaco as Executive Assistant General Manager, in charge of catering. From 1988 to 1990, he spent two years as Hotel Manager at the Vista Palace Hotel in Roquebrune-Cap-Martin, before joining the Grand Hotel in Le Touquet-Paris- Plage, where he was made General Manager. In 1996, he joined The Ritz London, where he became Managing Director in 2001. In 2003, he left for Dubai to join the Jumeirah group as General Manager of the Burj Al Arab, where he spent four years. He returned to London in 2008 to undertake a luxury hotel project in the City on behalf of private investors. Nicolas Petrovic – CEO of Eurostar Graduated from ESCP Europe in 1992 and went to Taiwan for two years, in charge of developping Generale des Eaux's business there. Back from Taiwan, he joined SNCF (French Railways) in 1994 at the moment when the state-owned company decided to become more customer focused. He spent 9 years working at SNCF in different marketing and general management jobs, actively participating in the major changes which occurred thanks to the growth of TGV (Hi Speed Train). After a year at INSEAD to obtain an MBA in 2003, Nicolas joined the international train company Eurostar in London, to become Director of Customer Services and then Chief Operating Officer, leading the successful launch of operations on the new UK high speed line in 2007. Benoît BOURLA - CEO of Relaytion Educated at HEC Paris Business School and on the rugby pitch, and later at the parachute regiment, Benoît Bourla spends the first part of his professional life in management consulting where he specializes in implementing change to integrate the notion of service. 11 years managing customer relations centres at an European level with Disneyland Paris and at a global level with Accor give him the opportunity to identify the specificities of this profession, to command the criteria for economic and qualitative performance, and above all to test successfully all his concepts regarding value-creation. The combination of the potential for optimisation and revenue growth of existing centres, together with his innovative concepts, tried and tested on a host of different markets, lead him to found Relaytion in September 2005. Relaytion is a specialist in contact centre and customer relations management. www.relaytion.net .
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