Company's Customer Service Team achieves ISO 9001:2008 Quality Management Certification

Kuwait, 3 February 2015: Leading international retail franchise operator M.H. Alshaya Co.'s commitment to providing outstanding customer services has been recognised with the award of ISO 9001:2008 certification.

The certification confirms that Alshaya customer service processes are aligned to international quality standards and followed a rigorous external auditing process. To achieve the certification, Alshaya's customer service team had to show it could consistently provide products and services that met both customer and regulatory requirements. They also had to show that continuous improvement systems are in place to support customer satisfaction goals.

Supporting a portfolio of more than 2,600 stores, Alshaya's team of customer service experts operate a range of programmes which together help it understand customers' emerging needs, enhance overall service levels and continuously improve the in-store experience.  As well as providing training and coaching to store staff across MENA, the team operates a range of customer feedback channels which help it listen and respond to customer enquiries and concerns. These include its Contact Centre, its online customer survey, Your Opinion Counts, and its mystery shopper programme, which monitors in-store service standards.

Achieving ISO 9001:2008 certification reflects the ongoing work that Alshaya's customer service team has been doing to drive continuous improvement in the quality and consistency of customer service across the business.   

Not only does the customer benefit.  The certification also provides Alshaya's many business partners with important third-party validation that the programmes run by GCS are to international standards.

"At Alshaya, we are 100% focused on delivering the best possible service to our customers and brand partners. Successfully completing the rigorous process required for ISO 9001:2008 certification is confirmation that our commitment to delivering superior levels of customer satisfaction is built into the way we work," said Mona Dabbah, Head of Group Customer Services at Alshaya.

"This certification is a major milestone, but we can't stop there: we're continually working to meet and exceed the growing expectations of our customers," said Ms Dabbah. "Our quality management system establishes high standards for ourselves, and we constantly review and improve the system to ensure we provide industry-leading customer services and solutions to our customers."

You can follow Alshaya on Facebook.

-Ends-

About ISO certification.
ISO, the International Organization for Standardization, has over 19,500 international standards covering almost all aspects of technology and business. ISO 9001:2008 specifies requirements for a quality management system where an organization:

  • needs to demonstrate its ability to consistently meet customer and regulatory requirements, and

  • aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to the customer.

About M.H. Alshaya Co.
M.H. Alshaya Co.  is a leading international franchise operator for over 70 of the world's most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, Victoria's Secret, Boots, Pottery Barn and KidZania. The company operates over 2,600 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment.  Alshaya's stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 40,000 people from over 110 nationalities. 

The company has established itself as the industry leader across these territories through a combination of local market understanding and a comprehensive commitment to customer service. Growth in each of its operating divisions and brands is supported by continuous investment in talent and infrastructure. It applies best practices in retail operations, merchandising, marketing, information technology, logistics, real estate, human resources and financial controls. 

M.H. Alshaya Co. is the retail business of the Alshaya Group, which was founded in Kuwait in 1890 and today represents one of the most dynamic companies in the Middle East. In addition to its retail operations, the Alshaya Group is active in a number of other sectors including real estate, automotive, hotels, trading and investments. Learn more about the company at www.alshaya.com.

For further information please contact:
Samer Okla, External Communications Manager (Corporate)
Tel: + 965 2224 3626   
Email: samer.okla@alshaya.com 

© Press Release 2015