Abu Dhabi trains 80 specialist employees on customers' happiness

Customers happiness index will be measured by the Mystery Shopper

Abu Dhabi City Municipality – The Abu Dhabi City Municipality (ADM) has held a workshop for 80 customers happiness employees to equip them with the skills and expertise that qualify them for complying with the customer services standards stated in ADM’s Customers Happiness Manual. The Municipality views service improvement as a top priority that forms part of its values and mission towards the community and strategic partners.

The Municipality has published a special manual for the standards of service delivery. The Manual and Standards complement and echo the standards set by the Government for dealing with the public with the aim to achieving the highest rating of customers’ satisfaction with the Municipality’s services.

Upon the completion of the existing training module oriented to customers’ happiness employees, the second phase of the systematic training will start immediately. It will be designated to leaders engaged in customers’ service. The ADM will share with them the best global practices in customers’ service. It will furnish them with excellent skills and innovative ideas to cope with the ongoing customers’ needs in a professional and skilful manner. The move depicts the commitment of Abu Dhabi Government to find out the main causes and the best standards of decent living and modern services for all staffs and partners.

The Municipality has compiled Customers Happiness Manual for employees; which will be presented to employees during the workshop. It contains standards for serving the public including the style of dealing with clients. The training will cover all contents, standards and principles such as the standards of professional attitudes and training on service delivery. The workshop seeks to ensure that all ADM’s customer happiness employees have fully understood the contents of the Manual, to ensure the delivery of better customer service level.

As for the deliverables of the training, the intensive customer's happiness exposure is expected to achieve better results. Employees will be able to absorb and comply with the contents of the Manual; which will reflect in the better delivery of service.

Despite the ongoing digital transformation project and the expected considerable drop in the number of customary visitors to customers service centres, the training of front-end employees is indispensable, even if all services were shifted to the online platform. The communication with customers remains in place and the Municipality will still be a destination for all inhabitants of the capital at all times. Following the digital transformation, the conventional service outlets will continue business to service some clients such as seniors and people of determination among others who need to obtain the service through direct communication.

Leaders play a core role in coaxing a positive change in the level of service. The good service is not just based on the experience and skills of employees, it rather depends on the procedures of streamlining the business. Therefore the attendance of leaders in this regard is vital as they have a role to play as training explain their role in implementing the standards, and in implementing the contents of the Manual.

The ADM is working on activating the Mystery Shopper programme to measure the implementation of the customer's happiness at customers service centres. The conventional and regular questionnaire undertaken to continuously improve the level of service, and accordingly achieve that highest customer's satisfaction rating at the Municipality.

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© Press Release 2018