School Agency uses best practices in customer service to orient staff

The School Agency, the first agency under the Knowledge and Human Development Authority (KHDA), arranged for a group of employees from the newly formed Administrative Service Unit (ASU) to visit Dubai Technology and Media Free Zone Authority's (TECOM) customer service department on Wednesday (August 8).

The visit was intended to orient the ASU staff to an established customer service department in order to raise the level of the customer service provided to the educational stakeholders in Dubai.

Fatma Al Marri, CEO of the School Agency said, "After launching ASU, the School Agency has begun implementing plans of acquainting the ASU employees to all the aspects of customer service. Because we put the customer first - which is the most important thing for us - we have started to use successful existing models to increase awareness and understanding of customer service. The Agency will keep working to elevate the performance of its employees so as to provide the best services and standards that we have promised."

The group visited TECOM and was introduced to the workings of the customer service department, their functionality and methods used in welcoming customers and dealing with their requests. The group also visited the operations department that works behind the scenes to action and deliver the requests from the customers. The ASU group noticed the coordination and level of cooperation between the two departments i.e. customer service and operations, and have noticed the effect of team work on the final result - productivity and customer satisfaction.

Through these visits the Agency aims to introduce the ASU employees to the principles of customer service and exemplary methods successfully used by companies who have made their mark in the field so far. These visits also help in highlighting the spirit of team work between employees in all departments and its positive impact while providing the best customer services.