RTA holds 'Excellent Customer Service Skills' course

During the course, which lasted three days and included 12 training hours, lectures were delivered by lecturer Khalifa Al Mahrazi, Training & Development Advisor of Dialogue Research & Studies Center.

Laila Hareb, Director of Customer Service Centers Dep't at RTA Corporate Support Services Sector said that the RTA held this course for the employees of Customer Service Centers, with the participation of Ahlam Alfeel, Manager of the RTA Main Customer Service Center. 21 employees of the Main Customer Service Center also took part in the course which involved 12 training hours over three days.

"This course was designed to meet the requirements of Customer Service Center employees in updating their knowledge and enhancing their innovative & creative thinking such that they will be able to deliver optimum services to customers, who are the backbone of the RTA business. Quality service should measure up to the expectation of customers wishing to have excellent & top quality service, as these services shape and reflect the actual image of the RTA with customers, public and RTA employees," Laila said.

She pointed out that among the key factors warranting organization of these courses is the need to keep abreast of the urban boom witnessed by the emirate of Dubai; which became a brand name of quality & excellence at all fields. This particularly applies to Customer Service Centers as they have great impact in shaping the actual profile of any dep't, authority or agency at the federal or local levels.

Lectures focused on the fact that success of the employee in dealing with others has two-fold benefits. It makes the employee self-satisfied in full and this motivates him to deliver top-notch quality services. It also encourages customers to interact directly with RTA employees and this requires from the employees Customer Service Centers to adopt successful tools to achieve excellent customer skills. Such tools include self-confidence, good-looking appearance, and wide-ranging knowledge of relevant work information, as well as some basic skills such as witty remarks and responding to customers and public inquiries.

Customer Service Centers employees have to have excellent skills of a single team spirit, and the ability to achiev full functional integration such the single employee reflects all employees and all employees reflect the single employee. Such integration is capable of bringing about collective success and removing a huge hindrance from the path of success & excellence. In order to achieve sustained excellence, the lecturer gave employees some advises and listed the characteristics of the employee eligible to provide excellence customer service.

In concluding the course, the lecturer Khalifa Al Mahrazi praised the RTA and reiterated his continued attention to fully cooperate with all RTA agencies; which are always leading the efforts to serve, qualify & help employees reach the top of job hierarchy.