Dubai Chambers unveils ‘Service Excellence Program’ to improve customer service

By Shilpa Annie Joseph, Official Reporter
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Dubai Chambers has launched the Service Excellence Program, a new initiative aimed at promoting an exceptional customer service culture, encouraging best practices within the private sector, and elevating customer service performance across the emirate.

The program is designed to evaluate the quality of customer experience delivered by private sector companies through mystery shopper reports.

The initiative marks another significant milestone that advances the chambers’ role in supporting Dubai’s drive to achieve excellence in customer service and ensure the implementation of global best practices within the emirate’s business community.

Abdul Aziz Abdulla Al Ghurair-Dubai Chambers
Abdul Aziz Abdulla Al Ghurair
Chairman – Dubai Chambers

“The Service Excellence Program represents a quantum leap in our efforts to foster excellence in customer service within the private sector and develop standards that align with Dubai’s vision for the future of business. The mystery shopper visits aim to drive a culture of continuous improvement and empower companies to excel in serving their customers, ultimately enhancing their brand reputations and ability to retain customers. In today’s business landscape, world-class customer service is a key pillar of success and a prerequisite for companies looking to boost their competitiveness in the market.”

According to the statement, “The Service Excellence Program recognizes the outstanding contributions of companies that embody Dubai’s vision for the future by delivering value-added services for their customers.”

The evaluation process includes a brand performance service category and a branch performance service category. Companies registered in the program will receive surprise visits from mystery shoppers, with the results shared as part of a comprehensive report on a quarterly basis.

The participating companies are expected to demonstrate their commitment to maintaining the highest standards of business ethics, creating outstanding customer experiences, and fostering a culture of excellence in customer service across all service channels.

“The quarterly Mystery Shopper Reports will pinpoint each company’s strengths and highlight areas for improvement. The program is targeted at diverse sectors including shopping malls, entertainment and hospitality, specialty retailers, health and wellbeing, hypermarkets, fashion retailers, and digital services,” as per the statement.

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