Participants of this round of workshop
View of the meeting room on the 1st day of the workshop.
Sharing of experiences.
Guy Stephen (Zanerva's Partner Consultant) analyzing the Twitter account of Emirates NBD
L to R: Kamil Ahmed (Marketing & Admission Officer, Saudi Aviation Flight Academy), Yasser Alodan (Riyadh Care Hospital), Dennis Samaniego (Library Technician Higher Colleges of Technology - Sharjah) and Mohamed Farouq Mohamed Haroun (Main Bra
Guy Stephen (Zanerva's Partner Consultant) giving suggestions on how to improve the Twitter Account of Al Rajhi Bank.
The M.H. Alshaya Co. LLC. representatives.
L to R: Khalid Ali Bassami Al Gahtani (Director - Daihatsu, Abdul Latif Jameel), Mohammed Abdulrahman Ghandour (Marketing Manager- Daihatsu, Abdul Latif Jameel), Ahmed Zayyat (Specialist - Customer Service, M.H. Alshaya Co. LLC) and Chadi Sayah (R
Usamah Alkhaldi (IT Engineer, Saudi Electricity Company) focusing on the lecture given by Guy Stephens
Focusing on the workshop
The Emirates NBD representatives.
Fatma Ali Ahli (Complaint Manager, Emirates NBD) jotting down important pointers to bring back after the workshop, while Manal Abdulla (Complaint Manager, Emirates NBD) listening to the experiences shared by another delegate of the workshop.
Crisis management of case study
Chadi Sayah (Regional Manager - Customer Service, M.H. Alshaya Co. LLC) pesenting the work of the group
Chadi Sayah (Regional Manager - Customer Service, M.H. Alshaya Co. LLC), Khalid Ali Bassami Al Gahtani (Director - Daihatsu, Abdul Latif Jameel), and Yasser Alodan (Head of Marketing &Sales, Riyadh Care Hospital) mapping out their ideas.
Social Media Playbook
Group preparation on crisis management based on the case study provided
Yasser Alodan (Head of Marketing &Sales, Riyadh Care Hospital) jotting down ideas for his organization.
Turning the best ideas into reality.
Manal Abdulla (Complaint Manager, Emirates NBD) further explaining on the point made by Ahmed Zayyat (Specialist - Customer Service, M.H. Alshaya Co. LLC)
Dennis Samaniego (Library Technician, Higher Colleges of Technology - Sharjah) sharing his group discussion on the case study given
Customer Service in the Banking Industry
Kamil Ahmed (Marketing & Admission Officer, Saudi Aviation Flight Academy) explains why it is extremely important to reach out to customers in a timely manner especially in crisis
Analyzing customer personality.
View of the social media monitoring tool  
Khalid Ali Bassami Al Gahtani (Director - Daihatsu, Abdul Latif Jameel) and Mohammed Abdulrahman Ghandour (Marketing Manager- Daihatsu, Abdul Latif Jameel) cracking their heads on how to move forward from here,
Interacting with students on campus.
Seeing customer service in automotive industry
Group work discussion
Usamah Alkhaldi (IT Engineer, Saudi Electricity Company) getting some feedback from Guy Stephen (Zanerva's Partner Consultant) on some of the problems faced by his organisation.
Clockwise: Bassel Othman (Junior Editor, Higher Colleges of Technology - Sharjah), Kamil Ahmed (Marketing & Admission Officer, Saudi Aviation Flight Academy), Hessa Ebrahim Al Mannaie (Training Unit Head Coordinator, Kuwait University) &nbs
Guy Stephens (Zanerva's Partner Consultant) advising Usamah Alkhaldi (IT Engineer, Saudi Electricity Company) on one of the exercise given.
L to R: Fatma Ali Ahli (Complaint Manager, Emirates NBD), Ahmed Zayyat (Specialist - Customer Service, M.H. Alshaya Co. LLC), Chadi Sayah (Regional Manager - Customer Service, M.H. Alshaya Co. LLC), Mohamed Farouq Mohamed Haroun (Main Branch Manage
Our delegate all the way from Jordan.
Guy Stephens (Zanerva's Partner Consultant) explaining on group exercise to create social customer journey map.
Social Customer Journey Map
Up-close of the presentation by Mohammed Abdulrahman Ghandour (Marketing Manager of Daihatsu, Abdul Latif Jameel)
Chadi Sayah (Regional Manager - Customer Service, M.H. Alshaya Co. LLC) explaining on social customer journey map.
Up-close of the presentation by Chadi Sayah (Regional Manager - Customer Service, M.H. Alshaya Co. LLC) in relation to restaurant experience.  
Both Kamil Ahmed (Marketing & Admission Officer, Saudi Aviation Flight Academy) and Yasser Alodan (Head of Marketing & Sales, Riyadh Care Hospital) listening to group presentations.
The ladies of the workshop preparing for their turn to do presentation
View of the room during group discussion.
Hamda Hassan Lootah (Coordinator Student Services, Higher Colleges of Technology - Sharjah) sharing her group discussion on the social customer journey map.
Certificate giving ceremony.
Usamah Alkhaldi, IT Engineer of Saudi Electricity Company receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop in Dubai.
Rabaah Fahad Boresli, Head Office Guidance & Counselling of Kuwait University receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Wo
Ahmed Zayyat,Specialist in Customer Service of M.H. Alshaya Co. LLC. receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop in Duba
Nasra Mahmood Hssan Abdulla, Graphic Designer of Higher Colleges of Technology Sharjah receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Medi
Dennis Samaniego, Library Technician of Higher Colleges of Technology Sharjah receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Worksho
Fatma Ali Ahli, Complaint Manager of Emirates NBD receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop in Dubai.
Khalid Ali Al Bassami Al Gahtani, Director of Daihatsu from Abdul Latif Jameel receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Worksh
Tala Al-Qatami, Manager of Customer Service of Heart Hospital Qatar receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop in Dubai
Kamil Ahmed,Marketing & Admission Officer of Saudi Aviation Flight Academy receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Worksh
Chadi Sayah,Regional Manager Customer Service of M.H. Alshaya Co. LLC. receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop in Du
Bassel Othman, Junior Editor of Higher Colleges of Technology Sharjah receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop in Dub
Hessa Ebrahim Al Mannaie,Training Unit Head Coordinator of Kuwait University receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop
Mohammed Abdulrahman Ghandour, Marketing Manager Daihatsu of Abdul Latif Jameel receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Works
Mohammed Farouq Mohamed Haroun, Main Branch Manager Jordan of Al Rajhi Bank Jordan receiving his certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Wor
Wedad Juma Al Ali, Officer-On-Line Learning Zone of Higher Colleges of Technology Sharjah receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social M
Hamda Hassan Lootah, Coordinator Student Services of Higher Colleges of Technology Sharjah receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social
Manal Abdulla, Complaint Manager of Emirates NBD receiving her certificate of workshop participation from Guy Stephens (Zanerva's Partner Consultant) during the Customer Service Best Practices Using Social Media Workshop in Dubai
Top L to R: Ahmed Zayyat (Specialist - Customer Service, M.H. Alshaya Co. LLC), Mohammed Abdulrahman Ghandour (Marketing Manager of Daihatsu, Abdul Latif Jameel), Dennis Samaniego (Library Technician Higher Colleges of Technology - Sharjah), Bassel
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