ABU DHABI, United Arab Emirates - Wednesday, January 1st 2014 [ME NewsWire]
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.
The diploma dedicated a major part of the curriculum for time management, self-control, control issues, and work-related stress management, through scientific and modern mechanisms and methods. These mechanisms and methods were selected commensurate with the UAE society and culture, especially the particularities of the Customer Service Department at the Ministry of Interior.
He explained that starting January 5th 2014; the first batch will join the program, and includes 378 participants from the different sectors of the Ministry of Interior. The training program was designed as per the concept of Experiential Education which includes using audio-visual means, theoretical lectures and practical applications, to enable trainees gain the required knowledge and skills in the field of customer service.
He continued: “The four-month diploma program is recognized locally and internationally. It is provided via Etisalat Academy in cooperation with the International Business Training Association (IBTA"). Graduates will be issued the international Certified Business Professional (CBP) certificate in customer service.”
Furthermore, Lieutenant Colonel Al Ka’bi added that five training areas were designated; three in Abu Dhabi, one in Dubai, and another in Ras Al Khaimah, in addition to seven classrooms. The diploma participants will be divided into 14 training groups.
Participants are required to maintain a minimum attendance of 80% to be qualified to obtain the certificate. They also must show effective participation in the practical drills and activities pertaining to the training program. In addition, they are required to pass the specified tests that are designed to evaluate performance in each training semester, and throughout the program’s various stages; as well as the trainers’ positive evaluation.
Lieutenant Colonel Al Ka’bi also highlighted the registration conditions and requirements. “All applicants must be employees at the UAE Ministry of Interior or any of its strategic partners. The program is designed for civilian or military staff from the domestic and Federal sectors, and must be working in any area that involves direct contact with customers. Applicants must have a General Certificate of Secondary Education (GCSE) pass, and the approval of their direct supervisor and of the Customer Service Department at the Ministry of Interior,” he said.
For his part, Dr. Ali Al Qayedi welcomed the collaboration with the Ministry of Interior to issue the Customer Service Excellence Diploma to the ministry's staff members.
He said that Etisalat Academy is the largest single-source provider of training and development solutions, with a wide experience in organizing training courses in customer service excellence. The Diploma program can benefit participants with the necessary knowledge, skills, and abilities they need while discharging their duties in customer service.
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The Arabic-language text of this announcement is the official, authoritative version. Translations are provided as an accommodation only, and should be cross-referenced with the Arabic-language text, which is the only version of the text intended to have legal effect.
Contacts
The UAE Minister of Interior's General Secretariat, Tactical Affairs and Security Media Department
Abu Dhabi Police GHQ - Security Media
Chris Cron +971-(0)-50-987-1317
E-mail: cron.media@hotmail.com
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