FedEx joins Dubai Service Excellence Scheme

Run by the Department of Economic Development, the scheme is part of the Dubai Government's drive for quality by encouraging a well-maintained business environment.

In order to apply for the Scheme, FedEx was required to follow the Code of Business Ethics and issue a full report on the company's customer, staff and business practices. Site visits were carried out to ensure correct conduct of these procedures.

Customer service was the top criteria as more than 40 per cent of the assessment was based on this. "We at FedEx are in constant contact with our customers in the region as we value their feedback," said Hamdi Osman, Regional Vice President, FedEx Middle East, Indian Sub-Continent and Africa. "The systems we have in place for customer feedback help us measure customer satisfaction. The feedback has shown that customers choose FedEx as their number one courier company time and time again."

The superior standard of staff training programmes and the 'Open Door' policy where employees are encouraged to communicate their ideas and views also contributed to FedEx's successful application.

In line with the objective of the scheme, which is to encourage businesses to strive for ever-increasing quality standards in customer service as well as guide them to enhance productivity and business efficiency, FedEx is constantly improving its product portfolio and quality of service in existing and new markets. The company operates a successful customer loyalty program, FedEx Club, for its customers in the UAE, Kuwait and Bahrain.

Dubai Service Excellence scheme is aimed at promoting excellence in customer service and recognising businesses that provide excellent service for their customers. Set up as part of an on-going effort to raise the customer service standard in Dubai, it is open to businesses that can demonstrate capability and commitment to superior customer service delivery.