Government Customer Experience Management

General Programs

Government Customer Experience Management

In this program trainees become acquainted with intelligent customer service, which will help realize Abu Dhabi’s vision of government excellence.

- Arabic
- In-class

Program Overview

During this training workshop, trainees will build their customer servicing skills by identifying the best local and international practices through the government customer experience of the Emirate of Abu Dhabi, and through obtaining feedback from customers. They will be able to develop and manage the customer experience by gaining a deeper understanding of customer data analysis and reports. Thus, improving the customer experience.

Program General Info

Target Audience

Emirati Employees from Grades 1-7 from Abu Dhabi Government entities.

Duration

The program is in class for (2) days.

Registration Method

Through the registration link

Learning Commitment

The trainee is expected to attend all training hours during the training days (12 hours in two days).

Please note that the total hours of excused absences or delays in attending sessions should not exceed more than one hour.

Learning Outcomes

At the end of the workshop, the participant will be able to:

Boost the percentage of internal and external customers’ satisfaction about their experience and the services provided.
Decrease the percentage of internal and external customers’ complaints.
Enhance the response speed to internal and external customers’ complaints and act to resolve them.
Increase suggestions for improving and developing the customer service applied in your department/entity they work at.

Competencies Included

Distinction in service
Anticipate customers’ demands
Provide proactive services to customers customers
Ensure a customized customer experience for the target group

Learning Objectives

Implement the Customer Happiness Standards in Abu Dhabi Government (Abu Dhabi Government Customer Service Guide).

Determine the customers’ features and the requirements to satisfy their needs.

Apply learnings to promote a culture of excellence in customer service.

Employ modern data and applications to make decisions to enhance service performance.

Certificate of completion

The trainee receives a Certificate of Attendance from Abu Dhabi school of Government upon completing the number of mandatory hours of training, which is 12 hours during the two training days.

The Abu Dhabi School of Government (ADSG)

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