Rivoli Group wins DSF Innovation Award for retail service

His Highness, Sheikh Ahmed bin Saeed Al Maktoum, President of the Dubai Department of Civil Aviation, Chairman of the Emirates Group and Chairman of the DSF Supreme Committee presented the Best Retail Service Innovation Award to Adel Zarouni, Managing Partner of the Rivoli Group at the closing ceremony of DSF 2004.

The Rivoli Group's entry surpassed competition from numerous private sector establishments and government bodies, and was evaluated by a panel of top experts on the basis of innovation, style and quality of execution of the DSF programme and its outcome.

Mr. Adel Zarouni, Managing Partner of the Rivoli Group, said: 'We are very proud to be recognized and honoured for the services offered by the Rivoli Group during this year's Dubai Shopping Festival. Customer service is a key priority for the Rivoli Group, and the DSF this year has been a resounding success, largely because of the contribution made by our staff at all levels towards further enhancing our image as a customer-service focused company'.

Mr. Ramesh Prabhakar, Managing Partner of the Rivoli Group, said: 'The Rivoli Group launched a comprehensive service strategy during DSF designed to evaluate and improve service levels within the organisation. The high standards of customer service were supported by an attractive promotion that rewarded our customers. As a member of the Dubai Service Excellence Scheme since its inception, we are pleased that our tireless efforts to promote service excellence during DSF has won us this prestigious Innovation Award'.

The Rivoli Group's DSF strategy included using a number of tools to ensure that customer service levels were of a high standard throughout the festival. A Mystery Shopper exercise was undertaken to evaluate and provide feedback on the levels of customer service offered, resulting in the best salesperson being awarded a cash incentive.

Shoppers filled in Customer Feedback Forms while another incentive program rewarded the Rivoli outlet which collected the largest amount of positive Customer Feedback Forms. Rivoli also offered added-value services for DSF shoppers including free engraving, free gift wrapping, free delivery within Dubai, one-day tailoring services and free 'same day' alteration service.