The Knowledge and Human Development Authority (KHDA) has stressed the need to nurture a culture of customer service as it reached the end of its second Customer Service Week.
The week operated under the slogan ‘We Create Smiles’ and was sponsored by the Dubai Quality Group. The week’s activities emphasised the ‘Excellent Customer Service Pledge’ for the second year running to enhance teamwork, spread a culture of customer service and reward outstanding employees.
The KHDA had launched the ‘Pledge’ during last year’s Customer Service Week, with the goal of establishing the principles of customer service to benefit customers and users of KHDA’s services. This was based on the saying of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai: “In the race towards excellence there is no finish line”.
The Customer Service Week is the embodiment of the genuine partnership between different governmental institutions in Dubai, engaging in customer service best practices workshops as well as field visits to the Department of Tourism and Commerce Marketing and the RTA.
Dr Wafi Dawood, Chief of Organizational Excellence at the KHDA, said: “Customer Service Week highlights the Authority’s insistence on enhancing the role of Organizational Excellence, which will cater to the administrative services it offers to the customers. Developing administrative systems that will offer excellent service shows the commitment to the rights and responsibilities of customers and employees.”
He added, “The KHDA is interacting with almost 250 customers who visit per day to see how they view the service provided to them through questionnaires or the KHDA website. Eighty per cent of customers have expressed their satisfaction with the services provided, and the Customer Service Week shows the KHDA’s commitment to providing the highest standards of service and customer satisfaction. The KHDA is servicing an educational sector that is constantly growing, both with nationals as well as residents.”
Dr Wafi talked about the KHDA’s customer service experiences in the past year, including the launch of the Dubai School Agency’s ‘Tawasal’ program, which allows customers to benefit from the KHDA’s services for longer hours during the working day. He also pointed out the Dubai School Inspections Bureau’s Parents’ Questionnaire, which he said allows the inspectors to survey the opinions and views of parents regarding their children’s schools. He also cited the partnerships with governmental authorities and departments in providing e-services for customers, in particular the two agreements the KHDA signed with the Department of Economic Development and the Land Department.
Several customer service consultative sessions, workshops, and awareness lectures took place in the KHDA throughout the week as part of an integrated program of action pursued by the KHDA in coordination with its partners to raise customer service levels in the large and vital education sector whose services benefit every national and resident family.
Signatories of the pledge for the second year took an oath to complete transactions as fast as the system permits while committing to accuracy and professionalism, prevent the team from being negligent to the utmost of their ability, ensure excellent service to the customers and to provide adequate guidance to the customer from the moment they arrive and until they leave.
According to the Excellent Customer Service Pledge, customer service will aspire to be error-free, and customer satisfaction will be the goal the KHDA seeks, while customers are required to provide all necessary information to the team. Customer Service employees who sign the pledge will also have to be forthcoming in offering their opinions and ideas to improve service.
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