December 8, 2007
Dubai
The Mohammed bin Rashid Housing Establishment (MBRHE) has organised a training course for its staff to sharpen their customer service skills. The five day orientation course on “skills of excellence in customer service” was held at the auditorium of the Hor al-Anz Public Library here in Dubai.

Dr. Abdul Aziz Ismael lectured the trainees on the tenets and modern customer service skills, as well as their successful application, which would enable them plan well for customer service activities to excellence level that would help win the heart and mind of clientele, and enable them attain excellence in government services among other government institutions in the UAE.

The trainees include twenty MBRHE staff, who are directly involved in customer service related work, including administrative staff, receptionists, public relations officers, secretaries and other staff who, directly or indirectly, engage with clients entering or exiting the MBRHS premises. They underwent practical and theory training programmes including lectures and workshops which exposed them to practical experience of the programme.

Commenting on the training course, Engineer Rashid Mohammed Al-Mutawwa, MBRHE Executive Director, said: “The significance of the training course on ‘skills of excellence in customer service’ organised by the Establishment for its staff, lies in its content and the need to sharpen the skills of our human resources to provide excellent service to our dear clients. Our plans are mainly based on developing the national human resources and tapping judiciously their potentials to achieve the establishment’s objectives and aspirations of becoming a leading institution in the area of customer service.”

He added: “We are committed to continuing the training and orientation programme for our establishment’s cadres in order to improve the general performance level, achieve competence and high quality service to meet with the standard of work and comprehensive development in Dubai’s housing sector.”

The five-day training course focused on means of communication, its significance and types in dealing with clients, development of listening skills, effective dialogue skills for service providers, assessment and evaluation of services provided to clients, using information technology to improve service, elements of excellent service, what the general public need and expect from customer service staff, skills of dealing with various types of clients, the importance of keeping a good client and ways to do so, means of assessing customer’s satisfaction, how to win the loyalty of customers and to build good relations with them, identifying quality criteria in service, how to deal with customers’ complaints and suggestions and ways to solve them, the positive and negative attitudes in dealing with clients and other elements of interacting with others.