Monday, January 26, 2015

MoI Organizes Introductory Forum on Customer Service Excellence Diploma Program

ABU DHABI, United Arab Emirates - Saturday, January 24th 2015 [ME NewsWire]

The Ministry of Interior organized an introductory forum for the second batch of students enrolled in the Customer Service Diploma Program.

Recently held at Grand Hayatt Dubai, the forum was attended by ministries, federal and local departments’ representatives concerned with customer service.

Brigadier Ali Mohammed bin Darwish, Director General of Human Resources at the MoI stressed the ministry’s commitment to dealing with customers in a cultured and civilized manner in accordance with a scientific and strategic plan. He also reiterated the ministry’s commitment to place the UAE citizens at the forefront of the customer service providers, in pursuance of the UAE Vision 2021 that aims to uplift the status and reputation of the Emirati people and reflect a bright image of the UAE.

He also noted that the number of seats for the Second Customer Service Diploma, allocated to partners’ employees at the federal ministries and local institutions and authorities’ employees has been increased. This measure comes in response to the recent directives of HH Deputy Prime Minister and Minister of Interior in order to attract distinguished human cadres, refine their skills, and provide them with the chance to be creative and innovative in providing distinguished services to customers.

The forum activities included video presentations about the Diploma’s curriculum and training stages.

For his part, Colonel Nasser Khadem Al Ka’bi, Head of the Customer Service Department at the Directorate General of Strategy and Performance Development at the Ministry of Interior, said that the MOI has dedicated considerable attention to customer service as per its strategic plan. “The Customer Service Diploma Program aims at developing participants’ skills and behaviors by providing them with the necessary knowledge, through training exercises based on real life scenarios,” he explained. He also said that the program was designed according to international best standards and the Emirates Government Service Excellence Program’s standards.

Furthermore, he pointed out that the program is implemented in cooperation with Etisalat Academy-Dubai and certified by the International Business Training Association (IBTA), with a view to upgrading the provision of various, distinguished, and high-quality services to all customers at the countrywide level.

Adding further, Colonel Al Ka’bi said: “Based on the principle of partnership and the need for teamwork between government authorities, the MoI has allocated 10 percent of the diploma seats in the first course for ministries and federal entities. This percentage was increased to 50% in the second course, based on the MoI’s keenness to sharing the experience, exchanging expertise, and providing chances to develop the customer service sector. Accordingly, the ministries and government entities were invited to take part in the Emirates Government Service Excellence Program to take advantage of the diploma program.”

Colonel Al Ka’bi presented a detailed explanation of the Customer Service Excellence Diploma’s objectives and the targeted groups which represent all front-desk, customer service representatives, reception members, and call center representatives. He also reviewed the diploma’s contents and program that consists of 90 credit hours, two days per week for a period of 4 months. After completing these requirements, trainees will receive an accredited certificate from the International Business Training Association (IBTA), which is a knowledge-centered organization committed to training and certifying business professionals to international standards.

He continued: “The number of participants in the first course of the program amounted to 376 participants, who are staff members from the customer service sector. A total of 500 front desk employees from government authorities on the UAE level have enrolled in the second batch. The diploma program takes place two days per week for a period of four months. Trainees will be divided into groups and training will be conducted simultaneously in various locations in Abu Dhabi, Al Ain, Dubai, Ras Al Khaimah, and the Western Region (if necessary). This aims at facilitating training procedures for participants and the authorities they work at.”

In conclusion, Colonel Al Ka’bi stressed the importance of submitting the candidates’ names as per the approved application form. All applications must be delivered before the specified deadline, and the MoI will follow its procedures in order to start the program before end of February.

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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.


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