(MENAFN Editorial) The best employees in the Dubai Service Excellence Scheme (DSES) who have been consistently providing excellent service across all DED offices in Dubai, were honoured by the Corporate Quality & Management Excellence Division in the Department of Economic Development (DED) as part of its 'DSES Customer Service Week' initiative
A 'DSES Bazaar' of 22 retail outlets, supported by Grand Stores, Apparel Group, Lulu Hypermarket, Wow Caterers and Style Gallery, as well as workshops and seminars on ways to achieve service excellence were also part of the Customer Service Week activities held from the 18th to 20th of March 2014.
Mohammed Bushanain, Executive Director of Corporate Quality & Management Excellence Division in DED lauded the role of the DSES members and mystery shoppers in continuously enhancing customer experience in Dubai's retail sector and reinforcing the Dubai Service Excellence Scheme as a benchmark for service quality
"DSES remains a strong influence on shopping and tourism in Dubai as member retailers submit their service standards for comprehensive evaluation and compete to offer the best customer experience. The Mystery Shopper programme plays the most critical role in this process as the mystery shopper's reports provide the most realistic picture on customer perceptions on member retailers," said Bushanain
The 'DSES Customer Week' opened with a workshop on service excellence in which reputed speakers and DSES member organisations highlighted the best practices that help achieve customer satisfaction and loyalty.
Sunil Thawani, an author and expert in Total Quality Management and Business Excellence; Hassan Al Hazeem, Managing Director and CEO of Intercoil International; Salah Yamout, Director of Sales & Marketing at Arabian Automobiles and Hani Masgidi, Head of Group Customer Relationship Manager at AWR Holdings shared their observations on topics such as Mystery shopping and enhancing customer value in the workshop
The final day of the programmes brought together experts in diverse areas of customer service and quality management to speak at the second annual seminar on 'Culture of Service Excellence.' The speakers included Dr. Ahmad Tahlak, Chrman & President, LEVENBERT Consulting; A. Hariharan, General Manager, Precision Group; Dr Reem Obeidat, Registered Senior Consultant/Trainer for UN Agencies and International Organisations; Kavita Chakravartty, Head “ Loyalty (Club Apparel) and Asil Attar, CEO and Creative Director of Lead Associates
Shaikha Ahmad Al Bishri, Director, Business Excellence Department at DED, said the DSES Customer Service Week was a novel initiative aimed to enhance awareness on the chief drivers of customer satisfaction among all DSES stakeholders
"The knowledge shared across the workshops and seminars throughout the three-day programmes and the 'DSES Bazaar' of retailers who continue to reinforce their brands through exemplary practices will help participants learn and clear hurdles on the road to excellence in future," added Shaikha.
The brands present at the Bazaar included Giordano, Grand Stores, Adventure HQ, Dnata Travel & HRG, Levi's, Sumo Sushi and Bento, Aappa Kadai Restaurant, Vanelli's, Intercoil International, UAE Exchange Centre, Al Futtaim Panatech, The Children's Place, New Yorker, Booksplus, Sketchers, Tim Hortons, Cold Stone Creamery, Aldo Accessories, Nine West, MBT, Dune, Birkenstock and Emirates Post.
The participating outlets offered their goods at discounted prices to DED customers and employees. Besides, visitors also had the opportunity to win prizes through various raffle draws
Launched by DED in 2002, DSES aims to promote and recognise customer service standards, eventually to make shopping in Dubai a pleasure. The scheme binds all participating businesses to a common code of business ethics and customer-centric culture to be visible across staff behaviour, product value and integrity as well as customer support
The Mystery Shopper programme is aimed to provide the retailer with information on customer expectations and to enhance the employees' awareness of the importance of good customer service. The mystery shoppers visit retail outlets and submit reports on the experience they had in terms of product quality, employee performance and service quality.
For more details on the DSES Scheme please visit their website www.dses.ae or call on 04-4455833