UAE Exchange receives international recognition for service excellence

It is the first money exchange company in the Middle East to be certified against the international benchmark set by The International Standard for Service Excellence (TISSE2012).

TISSE2012 is developed and owned by London-based The International Customer Service Institute (TICSI) which sets the global standard for service quality. The international standard enables organizations to focus their attention on the delivery of excellence in service quality.

UAE Exchange received a score of 85.4% based on seven category points: Policies, Premises, Products/Services, Processes, People, Measurement of Performance and Measurement Results. It scored highest in Products/Services with 92.5%.

The assessment was conducted in December last year by the British Standards Institution (BSI) - Middle East and Africa, the third party certification regional certification partner of TICSI.

UAE Exchange Country Head Varghese Mathew said, "Excellence is a journey. The recognition we received is a milestone. This will make a lot of difference on how we deliver our services which will ultimately benefit our customers."

Ethos Consultancy, the leading customer service measurement and training firm in the Middle East, provided the consultancy services to UAE Exchange to achieve the international recognition.

Robert Keay, Ethos Consultancy managing director, said, "This achievement is the first leg of a long journey to deliver excellence. One of the benefits of this achievement is that it gives the organisation the ability to have a strong foundation on customer service which will benefit them as an organization and move them forward to further success."

Keay added that the TISSE2012 standard is difficult to implement. "It is unlike other certifications where an organisation will either pass or fail; but it provides specific evaluations based on the 5P's Service Quality Model such as policies, products, premises, processes, and people."