Jacky's receives DED quality stamp; group acquires membership to Dubai Service Excellence Scheme

Jacky's, which has endeavoured to maintain high quality standards throughout its operation, especially in the area of customer service, had in early 2006 applied for membership to DSES. As part of the process, a mystery shopper visited them so that the reviewing panel could ascertain that the company met the required standards set by the Department.

Discussing the company's bid for membership to DSES, Ashish Panjabi, Chief Operating Officer, Jacky's Electronics LLC, said that Jacky's over the years had grown to become an organized retailer who has grown not only in terms of numbers but locations. "One of the reasons that we have been able to grow is because of our customer focus and the ability to identify and respond proactively to our customers needs," he said.

Customer service training, which includes product training, has, as a result become a regular feature of Jacky's employee development programme. "The Dubai Service Excellence Scheme membership is something that we at Jacky's have been working towards. We believe that improving the well-being and knowledge of our internal customer will result in our external customer being served better," he added.

"The Dubai Service Excellence Scheme focuses on the interface between outlets and their customers and offers retail and service outlets a chance to upgrade and enhance their customer relationship skills against best practices worldwide," said Dr. Lway Nackasha, Adviser for Quality and Business Excellence at the DED. "We are happy to have Jacky's join us; it is good to see organisations keeping to the code of ethics we have set to ensure best practices prevail,"

he added.

The Dubai Service Excellence Scheme launched by the Department of Economic Development in 2002 as a special quality and service excellence initiative aimed at retail and service outlets in the Emirate. Organisations pursuing Dubai Service Excellence Scheme membership have to ensure that they follow the set guidelines relating to quality, safety and service. This includes ensuring that their brand is recognisable in the look and feel, with clearly marked price tags and clear polices on refund, replacement, repair or rework for defective or damaged products.

Besides this, companies have ensured that customers receive value additions, such as after-sales service and make sure their employees are knowledgeable on the range of products and services offered and undertake to train and develop employees and support environmentally-friendly policy throughout their operation.