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Dubai Chambers announced the launch of the Distinguished Service Program, which is a qualitative new initiative aimed at promoting a culture of exceptional customer service, enriching their experiences, improving private sector practices and improving their performance in the field of customer service.
The Excellence Service Program evaluates the experience and service of customers in the private sector through secret shopper reports, and is an advanced step to keep pace with Dubai’s forward-looking vision in enhancing customer experiences and developing business community practices.
The Distinguished Service Program is designed to promote distinguished companies, and appreciate their contributions to promoting and supporting Dubai’s march towards the future by providing value-added services to customers. The efforts of distinguished companies in customer service will be appreciated.
The evaluation categories include the brand performance category, and the commercial branch performance category, as companies registered in the program will receive surprise visits from the secret shopper, and receive evaluation reports during every quarter of the year.
Quantum leap
Abdulaziz Al Ghurair, Chairman of the Board of Directors of Dubai Chambers, indicated that the Distinguished Service Program is a qualitative leap in our efforts to instill a culture of distinguished institutional work within the strategies of private sector companies in the Emirate of Dubai, and to develop their performance in line with Dubai’s vision and ambitious plans to create the future of business, and enrich customer experiences.
He pointed out that the goal of the secret shopper operations is to ensure the continuous development of the services of companies that are distinguished and excel in serving their customers, and contribute to enhancing the reputation of their brand, and developing their ability to maintain their customers despite the growing challenges, considering that customer service is a fundamental pillar for the success of companies and enhancing their competitiveness. in the labor market.
Al Ghurair added: “Our program is distinguished for being the only one in the world that combines personal visits to the branches and headquarters of private sector companies through the secret shopper, and evaluation of various electronic services virtually. We are pleased to be among the first entities to adopt this innovative concept in evaluating customer services, because our priority is to serve Dubai and improve the reputation of its business community.”
Standards
Companies should adhere to the highest business ethics and practices of excellence in customer service, and develop this culture at the level of employees, services and customers. The companies participating in the program receive quarterly reports from the secret shopper that identify strengths and aspects of improvement and development in the services and the brand.
The program covers multiple sectors, including shopping centers, the entertainment and hospitality sector, specialized retailers, the health and luxury sectors, hypermarkets and fashion merchants, in addition to digital services and the services sector.
Companies that apply to participate in the program are evaluated according to criteria adopted in accordance with international best practices, including the shape and appearance of the company’s branch, safety, health and well-being, policies and standards, employees, service delivery, payment and payment mechanism for transactions, services targeting people of determination, measuring customer happiness, and qualitative addition. For the services provided, including presence and digital presence.
