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Renowned customer care guru and President of the Service Quality Institute in the US, John Tschohl, will be the keynote speaker at the KATA and Amadeus Customer Service Seminar in Kenya.

Amadeus East Africa in partnership with the Kenya Association of Travel Agents (KATA), is hosting a not-to-be-missed Customer Service Seminar on 17 May 2014 at the Villa Rosa Kempinski hotel in Nairobi from 8.30 am to 4.30 pm.

The aim of the seminar is to educate the East African travel trade on how to improve on customer service and thereby grow their businesses and remain competitive in a challenging environment.

More than 200 members of the East African travel trade (mainly from Kenya) are expected to attend the event to hear John Tschohl – an expert on customer service strategies – discuss various ways Customer service can impact on businesses.

Juan Torres, MD Amadeus East Africa, said it was the time for the East African tourism sector to up its game. “As a leading technology company, our focus is to help our clients run their business successfully. We are therefore delighted to welcome for the first time in Kenya, the guru of customer service John Tschohl to the KATA and Amadeus Customer Service Seminar. KATA Chairman and industry stakeholder Mr. S.G Kaka is looking forward to the seminar saying, “In today’s world, the only way to remain relevant is to deliver value to the customers who dictate whether you stay in business or not. Companies should therefore strive to deliver this value by having a clear customer service strategy,”

In this highly competitive landscape and specifically in the travel and tourism industry, having an end-to-end customer service strategy supported by technology across multiple customer touch points is essential for companies to differentiate themselves and succeed.”

Innovation, improvement in service delivery and identifying new opportunities are all issues john Tshcohi shall touch on during this 1-day seminar.

The seminar comes at a time when the Travel industry in Kenya is facing challenges with the drop in tourists coming into the country with more than 20 hotels in the coast, considered the heart of tourism in the country, being faced with shut down in the first quarter of this year. However optimism amongst industry players remains high.