The Ministry of Interior has announced that the Customer Service Excellence Diploma program will begin on January 5th, 2014. A total of 378 staff members have enrolled in the program, which was launched by the ministry in cooperation with Etisalat Academy.
Colonel Mohammed Hamid bin Dalmouj Al Dhaheri, Strategy and Performance Development Director General, the General Secretariat of the Office of H.H Deputy Prime Minister and Minister of Interior stated that the diploma is based on the Emirates Government Excellence Program, with a view to attain the 7-star level in the provision of government services. It also reinforces the efforts exerted by government agencies to advance customer service methods, and improve customers’ experience while dealing with federal entities.
These remarks were made by Colonel Mohammed Hamid bin Dalmouj Al Dhaheri in a joint news conference he held on Tuesday, at the police departments’ compound in Abu Dhabi. Lieutenant Nasser Khadem Al Kaabi, Head of the Customer Service Department and Dr. Ali Al Qayedi, General Manager of Etisalat Academy attended the press conference. Colonel Al Dhaheri indicated that the ministry has adopted several strategic development projects to enhance public confidence and increase customer satisfaction. This measure is in line with the police leadership’s keenness to provide the best strategic solutions in all areas pertaining to customer service.
He pointed out that the Customer Service Excellence Diploma is an important development project focused on qualifying human cadres and enhancing their skills, particularly service providers in all sectors of the Ministry of Interior. “The diploma was established in cooperation with Etisalat Academy, based on the Emirates Government Excellence Program standards, with a view to achieve the UAE 2021 vision, which calls for providing efficient services, and dedicating great attention to customers,” he added.
Colonel Al Dhaheri continued: “To achieve the strategic objective of boosting relations and work with partners, the police leadership has ordered that 10% of the total number of participants in the program will be assigned to work for strategic partners, notably, ministries, agencies, and federal authorities. This measure will benefit all sides, and help spread the culture of customer service excellence across the federal government.”
For his part, Lieutenant Colonel Nasser Khadem Al Ka’bi, Head of the Customer Service Department explained that: “The Professional Customer Service Excellence Diploma is recognized by the International Business Training Association (IBTA). It is the first Arab program designed for customer service employees of the government sector. The diploma is a modern and developed curriculum that provides theories, means and mechanisms aimed at upgrading participants’ skills and knowledge, and improving the conduct of service providers, with a view to attain the 7-star level in the provision of government services, as per the criteria of the Emirates Government Excellence Program.”
“The diploma provides communication means and technologies that are the key components of government institutions’ employees’ skills. They are inherent to the professional performance of individuals, and complement the development of capabilities and knowledge, within scientific and tactical frameworks that are in line with the goals of customer service departments in governmental entities,” he added.
The diploma sheds light on all elements necessary to motivate individuals, by developing customer service methods, based on the “role model” principle. It also focuses on developing listening skills, through the latest listening techniques.