The Dubai Department of Tourism & Commerce Marketing (DTCM) has launched a new promotional campaign for its suggestions & complaints service, which includes welcoming suggestions, complaints and comments about services offered by the department or any other tourist related facilities in the Emirates of Dubai.
The promotional campaign runs under the theme "You First", and underlines DTCM’s strong customer focus.
The campaign includes advertising via local newspapers and through DTCM’s vehicles, in addition to promotion at all the DTCM heritage sites, cruise terminal and through our Visitors Information Bureaus located in shopping centers and the airport.
Through DTCM’s suggestions & complaints system public can lodge complaints through email, the DTCM website, the Government of Dubai website, fax, toll free number 800 7090, mail boxes, the complaint boxes located in various places, or by coming in person. All complaints and relevant documents will be taken seriously and dealt with promptly.
The campaign aims to improve the level of services provided to customers by opening up communication channels, listening and responding to the views of customers, as well as forming a positive impression about Dubai as a global city which offers unique high-quality services to customers and visitors.
Eyad Abdul Rahman, Executive Director of Media Relation Division and Business Development at DTCM said: “DTCM pays great attention to customer suggestions and complaints, which is reflected by the fact that for complaints related to the hotel and tourism sector, DTCM achieved a 97 per cent customer satisfaction rate in 2010, while it accomplished 100 per cent customer satisfaction for complaints related to DTCM services.”
It is DTCM’s policy to listen and respond to the views of its customers and stakeholders, and in particular respond positively to complaints, and take corrective measures.
DTCM aims to ensure that:
- making a complaint is as easy as possible;
- it treats a complaint as a clear expression of dissatisfaction with its service which calls for an immediate response;
- it deals with complaints promptly, politely and confidentially;
- it responds in the right way - for example, with an explanation, or an apology where it has gone wrong, or information on any action taken etc;
- it learns from complaints, uses them to improve services, and annually reviews its complaints policy and procedures.
“DTCM will soon publish a manual to acquaint customers about their rights, since responding to complaints from tourists and visitors contribute to enhancing their confidence in Dubai. Further, responding to complaints in record time creates a favourable impression of Dubai and encourages visitors to keep coming back to Dubai,” Abdul Rahman concluded.