Dubai Customs launches 'Clients' Ambassadors' initiative

The initiative is based on dedicating a certain employee to a number of clients who belong to the same business sector in order to better approach them and be closer to their requirements and expectations of the services delivered to them by the Department.

Ahmed Mahboob Musabah, Executive Director of Client Management Division at Dubai Customs, said, "Through 'Clients' Ambassadors', the Department offers an array of exceptional services that are customized to cater to every client, supported by the consistent special relationship between the client and the Dubai Customs employee. We aim at maintaining customers' loyalty by offering them services that exceed their expectations and step up their satisfaction level of our services."

"We expect for the initiative to alter the concept of a customer service employee in government work. He will not wait for the customer to request a service or submit a complaint, he will initiate - according to a pre-set work plan- to visit customers in their offices and work places, as a kind of appreciation to them, letting them know how important they are to the Department and that they are part of its priorities and main interests," Musabah added.

He revealed that since the initiative was launched two months ago, 300 visits to companies and clients in various business sectors were made. Through which, Dubai Customs employees communicated with clients regarding the services offered to them and asked for their feedback and suggestions to develop them.

"Indeed, we did receive useful suggestions, 70% of them were implemented immediately, which was well-accepted by clients. This underlines the Department's commitment to deliver cutting-edge services in the customs business that contribute to maintaining Dubai's position as a trade link between the east and the west and enhancing the investment-attracting environment in the emirate," Musabah added.

Samira Abdul Razzak, Director of Client Management at Dubai Customs, explained, "The 'Clients Ambassadors' initiative embodies a continuous and intimate relationship between the customer service employee at Dubai Customs and the client, under which the client becomes a permanent business partner. The initiative will maintain the loyalty of current clients and attract new ones. Customer service employees will visit all clients in their offices to learn about what they need to grow their businesses and what obstacles they face."

"To achieve desired goals of the initiative, customers were divided into groups. Every group belongs to a specific business sector, such as gold and jewelry, fright and logistics, electronics and others. Every 'client ambassador' sets up a time table that includes visits to customers to get to know the individual requirements of every one of them, which differ from one client to the other, and the requirements of the business sector in general. Thus, the Department will work on meeting these requirements with services that exceed customers' expectations, aiming at maintaining customers' loyalty and increasing their satisfaction of customs services," Ms.Abdul Razzak added.