The WZCC, New Delhi Chapter held their monthly meeting on 9 August 2003 at The Radisson. The Speaker, Mr Christopher Doyle, Regional Director, Sales & Reservations-India, Hilton Worldwide, gave an hour long presentation on "Customer Relationship Management".

The Session was very interactive with the audience asking a lot of questions; some of the tips he gave for effective CRM were:

• Pre-empt customer needs so that you have a solution to every problem well in time;
  
  
• Trust your customer - if you have faith in your customer he/she will definitely return to you and patronise your product;
  
  
• Have an effective customer retrieval system - if there is a mistake committed, be quick to make amends so that a displeased customer in fact, becomes a permanent customer.

Mr. Christopher Doyle also made a 15 minutes presentation on the Hilton Group worldwide and about its various categories of properties in Europe, USA and Canada.

It was a well-attended session followed by a lavish hi tea provided by The Radisson. All the attendees expressed that more such interactive sessions with prominent speakers and doyens of industry should be arranged.