Prepared By: Benoi Nair

The workshops were conducted by Dr. Suhail Al Bastaki, Director of the Corporate Communication Dept. and Mrs. Darin Awida, Deputy Director of Strategy, Innovation and Corp. Development Dept. 

Dubai, UAE:

Union Coop, in coordination between the Corporate Communication Dept. and the Strategy, Innovation and Corp. Development Dept., organized interactive workshops on customer service excellence. The workshops included specialized training on the loyalty program ‘Tamayaz’ and how to attract new clients. This was aimed at all employees working in customer happiness and Cashier roles, with the goal of increasing productivity, enhancing performance, achieving excellence in work, improving service delivery, and strengthening collaboration among employees.

The workshops were held over the course of 3 days at the Dubai Autism Center building, was attended by 300 employees from the Customer Happiness and Cashier departments of the Cooperative. The sessions were conducted by Dr. Suhail Al Bastaki, Director of the Corporate Communication Dept. and Mrs. Darin Awida, Deputy Director of Strategy, Innovation and Corp. Development Dept. at the Cooperative.

Dr. Suhail Al Bastaki covered several topics, including the main objectives, an introductory overview of the services provided by the Cooperative, its systems, and the characteristics of exceptional service. He discussed the differences between goods and services offered, the stages of service delivery, the definition of excellence, its concepts and foundations, and the principles of providing exceptional services. He also highlighted the distinction between organizational and individual excellence, customer types, methods, and skills for dealing with different customer types, customer care elements, and characteristics of outstanding service providers.

During the sessions, Mrs. Darin Awida presented the key topics related to the loyalty program and the ‘Tamayaz’ cards, along with strategies for attracting new clients. She also highlighted the significant new initiatives within the ‘Tamayaz’ card program and their importance for customers, emphasizing the numerous benefits and advantages that cardholders can enjoy. She stressed the importance of enhancing the role of employees in interacting with customers to satisfy them and gain their trust.

The workshops included brainstorming sessions to generate ideas and suggestions that could be used to develop and enhance the services provided by the Cooperative to its customers and shoppers across its various branches and retail centers. This initiative aims to make Cooperative services easily accessible to everyone through the most convenient and efficient means possible. It also aims to ensure that all segments of society have the opportunity to explore the products and services offered by the Cooperative, aligning with their aspirations.