Dubai Bank holds leadership workshop for customer service

The workshop was run by UP Your Service! College and presented by Ron Kaufman, a world renowned speaker and thought leader in customer service, and college-founder and author of UP Your Service!

Commenting on the workshop, Ron Kaufman said, 'Dubai Bank is taking a bold step forward to build a superior service culture with UP Your Service! College. This program ensures the bank will upgrade service performance, improve service delivery to customers, raise service standards and uplift the spirit of customers and all service providers.'

'We are proud to work with Dubai Bank, and look forward to raising the standards of service throughout Dubai and the UAE. Our mission is to upgrade the quality of service worldwide. Dubai is the perfect place to demonstrate what is possible to the entire world when you have committed management working side by side with well-trained and motivated staff,' he added.

The workshop was intended to highlight the importance of building a common service language between all employees, upgrading customer service skills and performance, creating a strong foundation of support for the bank's internal and external service culture, and aligning and supporting senior management to provide service leadership.

Speaking about the workshop, Dubai Bank CEO Abdulaziz Al Muhairi said, 'Dubai Bank is committed to becoming the service provider of choice, and we recognise that in order to do so it is vitally important that we focus on the area of customer service. We already embrace a service-oriented culture within the bank, and we see this workshop as a way to further our commitment to our clients.'

Asim Al Ali, Human Resources Manager at Dubai Bank, said, 'Ongoing training is an important part of any organisation's HR policy, and we are proud to be working with a prestigious institution such as UP Your Service! College to improve the understanding of both management and staff with regard to the customer service process. I am confident that this leadership workshop will be beneficial to both our employees and our customers, and will assist us in our mission to consistently provide superior service.'

The service leadership workshop saw Dubai Bank management focusing on understanding the purpose, content and design of the Up Your Service! Courses and how the programmes can benefit the organisation, its staff and its customers, as well as learning the essential role and benefits of Internal Certified Course Leaders and the Course Leader Certification Program.

The workshop also looked at the importance of service culture-building activities - what activities are currently utilised by the bank, identifying opportunities for new initiatives, upgrades and improvements, and prioritising activities and developing action plans to achieve the best results.

Finally, the importance of always being guided by the overall strategy of the bank while operationalising action items was stressed. Participants also had the opportunity, during this segment, to re-examine and summarise ways of identifying key issues, topics and objectives.