Most of the UAE organizations need to rethink their basic customer care strategies as the national economy is showing a shift from monopoly to privatization’ said Dr. Ali Bin Obood, Undersecretary of Ministry of Governmental Sector Development. ‘And as they transform customer care strategy, their mantra should be to achieve excellence in customer services in their organization,’ he added.
He was delivering the keynote speech on the opening day of the ‘3rd UAE Government Organizations Customer care Excellence Conference’ at the Burj Al Arab Hotel in Dubai. He urged the UAE government agencies to provide citizen oriented services and develop a customer focused service strategies as a priority.
The two day conference, organized by Datamatix, focuses 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 discusses 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.
Keynote session on ‘Government & Business Org. Quality Customer care and service strategies after the Monopoly and Privatization’ was delivered by Terry Bennet, Head of Business Consultancy, Joshua Group Limited UK. In his informative session, he pointed out the main challenges faced by UAE Organization are monopoly organizations into the private sector, competition & growth, transform the customer experience, organizational culture change and transform employee experience. In his case study presentation on setting up a multi-media customer service contact centre in British Embassy, Dubai, UAE, he analyzed the challenges during the implementation and outcomes from the contact service centre.
Mr. Imy Kassam, Founder and CEO, Stepping Stone Consulting, spoke on ‘Customer Service in Public Sector’. He started the session by differentiating the customer service strategies in the Public and Private sector and various departments in an organization. In the case study presentation on GSO in TECOM, he described the service methodology and modes of communications at GSO. Speaking on the success stories of setting up advanced customer care practices in such organizations he said, “By implementing advanced customer care solutions, your business can more efficiently serve your customers, increase information sharing and collaboration throughout your organization, and realize operational and cost efficiencies. Customers will find it easier to access information and will be encouraged by your personalized approach to increase the effectiveness of the interactions”.
The session on ‘Government & Business Organisations Quality Customer Care and Services’ delivered by Mr. Patrick Mangan, CEO, Pas Mango Consulting, Australia. In his view, today's customer is more sophisticated—and more demanding—than ever before. Customers expect to be able to conduct product research, place orders, check order status, customize orders, and investigate new products and services—24 hours a day, seven days a week. Focussing on the importance of customer service in business, he said, “Customer Service is the essence of successful business relations and excellence in providing Customer Service is the core of excellence in business”.
Speaking about the conference, Ali Al Kamali, Managing Director, Datamatix Group said “Effective customer care is now no longer a domain of just business organizations. Government and public sector organizations also need to focus on a citizen and customer centric approach to ensure that their services are efficiently used. This two-day conference was designed to help participants gain real world guidance that works in creating a customer centric culture in the public sector. The program was an exciting mix of facilitated networking, case studies from award winning customer support organizations throughout government, and invited experts sharing their global perspectives on key practices and trends. Participants learnt why good customer service is vital for government organizations.”
The conference was attended by 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.
