The difference between a good organization and an excellent organization can be attributed to its customer service. Without customers an organization would not exist and can fail. This is going to create challenges for the UAE Public Sector in regard to customer service.
In the second day of the 3rd UAE Government Organizations Customer care Excellence Conference, held in Burj Al Arab, the global customer care experts put forward their views in these issues for developing an advanced customer care strategy for the Government Organizations.
The two day conference, organized by Datamatix, focused on the crucial issues involved with customer care for government organizations and aims to deliver latest customer service strategies from across the world. The summit also discussed how leaders in today's government organizations achieve and maintain service excellence, strategies for sharing challenges and how to deal with them, lessons from industry that are applicable to the government environment, and the roles of leadership and strategic vision in delivering responsive customer care and service.
The keynote session on the real customer service challenges for the UAE Public Sector addressed by Mrs Chris Barnett, MD, DEMAT Training Solutions. While presenting case studies on successful customer service practices, she said, “Yesterday we heard about customer care strategies now that the monopoly is over and privatization has begun. We also heard about customer care in the public sector. We are now going to hear about the real customer service challenges for the UAE Public Sector through some case studies.The UAE leaders have realized that the only way to take advantage of the 21st century economy is shifting from monopoly to an open market, supporting privatization, building the public sector brands and empowering them to compete against competition.”
The topic, ‘key issues facing today's customer care services leaders’, were discussed in a panel comprised of international experts, moderated by Mr. Imy Kassam, Managing Director Stepping Stone Consultancy. Ms. Chris Barnet, MD, DEMAT UAE, Patrick Mangan, CEO, Pas Mango Consutling, Australia and Mazin Abuzin, Head of Government Project Management Office, National Information Centre, Sudan were joined him as panelists and expressed their viewpoints on the needs of todays customer care leadership. The panel also focussed on Building a stronger more compelling case for change in quality customer care services, improving strategic alignment - optimizing executive sponsorship, Increasing workforce commitment - hands, head and heart to build the quality customer care and optimizing implementation cost, time and return-on-investment
Mr. Patrick Mangan, CEO, Pas Mango Consulting, Australia, analysed the Challenges for the Government & Business Org. in delivering Quality Customer services in the Time of a Crisis. He pointed that, Planning, Customer Service, Real-Time Answers, Self-Service, Resources constitute the major elements in successful crisis planning procedure.
The session on ‘Maximize ROI and Customer Retention through Integrated Technology Innovations and Customer Focused Strategies’ was facilitated by Mazin Abusin, Head of Government Project Management Office, National Information Centre, Sudan . While speaking about the impact of real innovations in customer retention, he said, “Every winning organization today has a strong focus on innovations and creativity in customer care. This means they take time to consider carefully the future and grow vertically by considering technological evolutions, company choices and user needs”.
Speaking about the conference, Ali Al Kamali, Managing Director, Datamatix Group, said “This special two-day conferences empowered participant’s customer care skills and provided them with the latest tools and techniques for improving the delivery of Customer Care. The highly informative session covered the basics as well as advanced elements of service delivery. The program also provided exciting opportunities to learn about current trends in customer service, about using technology based customer care solutions, management based techniques, case studies from award winning Government customer support organizations, and from invited experts who shared their perspectives on global best practices..”
Senior business and government managers and decision makers like CEOs, VP of Sales and marketing, VPs of Technology, HR managers, Customer Relationship Managers and other leaders attended the the conference. Departmental heads from all levels of government; government customer service and help desk professionals, government contact and call center professionals, government customer service and support managers and others interested in excellence for government customer service also participated.
