The Human Resources (HR) Department of Jafza (Jebel Ali Free Zone) recently held a customized training program on the topic “Customer Service Development” exclusively for the employees of Jafza’s Customer Service Department.
The four-day training, organized by Marwan Mohammed Mattar, General Manager of Educational and Management International Consultancy (EMIC), Bahrain, was conducted by Andrew Card, renowned UK-based customer service expert. The entire Customer Service Department staff, cutting across organizational levels, underwent the training.
The training program focused on various topics such as reducing the number of complaints by increasing customer satisfaction, and encouraging the spirit of team work amongst employees. It also touched upon Jafza’s vision to be the international business hub in the Middle East, and laid out measures that would help achieve it.
“We had earlier conducted a customized training program for members of our Sales Department. The program turned out to be a major success, as it made a positive impact on the employees’ approach and contributed towards an improved work atmosphere. This inspired us to organize a similar program for the Customer Service Department as well,” said Mohammed Abdullah Al Jassmi, HR Manager, Jafza.
“The training program went extremely well, and we are confident the results would show themselves in time. With the second such program too proving to be a great success, we have now decided to organize similar customized training programs for all our departments,” Al Jassmi added.
Ali Bin Damithan, Vice President, Customer Service Department, Jafza, said, “The Customer Service Department in many ways forms the face of the organization as its employees are involved in constant direct interaction with customers. Hence, they have a pivotal role to play in shaping a positive customer perception about the organization as a whole, by providing the best service possible. The training program sought mainly to outline ways to minimize customer grievances and achieve enhanced customer satisfaction. It focused on developing employee capabilities and creating a positive work environment that inspires better performance, which ultimately benefits the organization.”
The Jafza management is placing particular emphasis on providing superior quality of service to its customers, who come from varied backgrounds, and has been striving to develop highly professional teams trained to deliver high standards of performance.
Jafza, one of the fastest growing free zones in the world, offers a host of advantages to companies setting up operations there, such as 100 per cent ownership, simple administrative procedures, excellent connectivity and 50-year tax break, besides the convenience of a port within the zone. More than 5,000 companies from over 110 countries, including about 150 Fortune 500 companies, have set up facilities at Jafza.
