ADU conducted customer service workshops

Several specialized professionals from the UAE and the region and 18 members of ADU staff took part in the workshops, which were conducted in collaboration with one of the leading international training organizations.

These workshops were facilitated by Mr Bill Farrow who is a well recognized international management consultant with extensive customer service experience in the public and private sectors, including institutions of higher education. He has been working in the Gulf region for more than a decade and will provide workshop participants with valid, hands-on solutions and guidance.

Dr. Nabil Ibrahim, ADU's Chancellor said:

"These workshops support one of the key University strategies targeting customer service professionals in the region and providing them with the knowledge-base, tools and hands-on experience that help them excel in such competitive and dynamic field. This program represents a corner stone supporting the rapid economic growth that UAE is currently witnessing."

ADU's Chancellor added that "these programs focused on professional development of frontline customer service staff, especially those who have to deal face-to-face with customers or via telephone, as well as those in charge of resolving customer problems. The workshops were valuable in strengthening ADU's commitment to serving students and other ADU customers."

The workshops consisted of pre-workshop, workshop and post-workshop phases and were aimed at defining customer service and understanding customer needs and wants. The workshops were very interactive, with lots of practical exercises and lively discussions covering all aspects of customer service. With Mr. Farrow's guidance, staff members learned that teamwork and paying attention to internal customers were necessary to their success.

Special emphasis was placed on understanding cultural differences and how value can be added to the services and products of ADU. Mr. Farrow also conducted a closer study of internal and external customers, fostering positive customer behavior and solving problems for customers. Mr. Farrow noted: "We also agreed that customer service is not just about behaviors which are of course very important, it is also about improving our systems and our quality continuously as we grow as a University."

During the last phase of the program, participants prepared action plans and looked at study cases which are inline with international standards in customer service practices as applied by premiere international universities and organizations. Every delegate compiled an action plan designed to improve customer service at ADU and contribute to the mission and vision of ADU. Participants will be actively supported over the coming months to ensure that this is completed.

Ms Jamilah Pilgrim-Alkhattab, HR Manager at ADU, said: "The improvement of customer service is an ongoing process, and ADU is committed to provide its internal and external customers with excellent service."