emirates7 - Dubai Chambers recently hosted the Service Excellence Seminar to help private sector companies improve their customer experience strategies.
The event focused on future trends and encouraged businesses to adopt global best practices to stay ahead of developments in service quality standards across various industries.
As part of the Service Excellence Programme launched by Dubai Chambers last year, the seminar aimed to foster a culture of exceptional customer service. It was held over two days at Dubai Chambers' headquarters and included a packed schedule of panel discussions and interactive workshops. These sessions offered valuable insights from both local and international experts, showcasing the latest innovations and practical models for creating integrated customer experiences.
The seminar highlighted best practices in customer experience management and examined emerging trends, such as the role of conversational AI and omnichannel strategies in enhancing customer interactions. Other topics discussed included developing a customer service-oriented corporate culture, the evolution of contact centres, and methods for assessing customer experience, service levels, and addressing service quality challenges.
Attendees were introduced to the Service Excellence Programme, which allows private sector companies to evaluate customer experiences through mystery shopper reports. Companies enrolled in the programme receive surprise visits from mystery shoppers and quarterly evaluation reports.
In the first half of 2024, Dubai Chambers issued 3,934 mystery shopper reports for participating companies. These reports assess strengths and areas for improvement, and the programme covers sectors such as shopping malls, hospitality, specialty retailers, healthcare, hypermarkets, fashion, and digital services.
Companies applying to join the programme are evaluated based on global best practice criteria, including branch appearance, policies, employee performance, service delivery, payment transactions, accessibility for people of determination, customer satisfaction, and the use of digital channels and other service enhancements.
The event focused on future trends and encouraged businesses to adopt global best practices to stay ahead of developments in service quality standards across various industries.
As part of the Service Excellence Programme launched by Dubai Chambers last year, the seminar aimed to foster a culture of exceptional customer service. It was held over two days at Dubai Chambers' headquarters and included a packed schedule of panel discussions and interactive workshops. These sessions offered valuable insights from both local and international experts, showcasing the latest innovations and practical models for creating integrated customer experiences.
The seminar highlighted best practices in customer experience management and examined emerging trends, such as the role of conversational AI and omnichannel strategies in enhancing customer interactions. Other topics discussed included developing a customer service-oriented corporate culture, the evolution of contact centres, and methods for assessing customer experience, service levels, and addressing service quality challenges.
Attendees were introduced to the Service Excellence Programme, which allows private sector companies to evaluate customer experiences through mystery shopper reports. Companies enrolled in the programme receive surprise visits from mystery shoppers and quarterly evaluation reports.
In the first half of 2024, Dubai Chambers issued 3,934 mystery shopper reports for participating companies. These reports assess strengths and areas for improvement, and the programme covers sectors such as shopping malls, hospitality, specialty retailers, healthcare, hypermarkets, fashion, and digital services.
Companies applying to join the programme are evaluated based on global best practice criteria, including branch appearance, policies, employee performance, service delivery, payment transactions, accessibility for people of determination, customer satisfaction, and the use of digital channels and other service enhancements.