Ibn Battuta Mall launches dedicated retail customer service development programme

The customer service quality initiative will help to achieve high and consistent levels of service throughout the mall.

The training programme was developed following a decision by management group, Nakheel Shopping Malls, to bring customer service levels in line with global standards of excellence. The programme will help Ibn Battuta Mall to resolve any discrepancies in service delivery between its various retail outlets and ensure a customer centric approach to retailing.

'We are working to achieve a shift from traditional transactional customer service to an entirely new service delivery mindset which nurtures the client/retailer relationship. Dubai is a world-class shopping destination and customers of Ibn Battuta Mall deserve the quality of service commanded by such a reputation,' explains Sandy Mercer, Head of Marketing, Nakheel Shopping Malls.

The three-hour inaugural training session was attended by 300 Ibn Battuta Mall retailers and was conducted by Fadi Al Takkale from the Nakheel Learning and Development Centre. The presentation focused on the foundations of customer service - consumer needs, drivers and concerns; understanding and responding to them; benefits of customer service and the snow-ball effect of bad customer service.

'With a host of new brands joining Ibn Battuta Mall this year, we are further highlighting the 'Great Stuff, Fantastic Place' shopping experience by offering a high level of retail service,' Mercer continued.

For the next stage of the programme, Ibn Battuta Mall has appointed biz-ability, the reputed people performance agency that counts Shell International, Coca-Cola and Dubai Duty Free among its clients. They will work together to provide high impact and structured training for building and sustaining customer relations.