324 Government Employees Join Customer Service Excellence Diploma Program

ABU DHABI, United Arab Emirates - Monday, April 21st 2014 [ME NewsWire]

The Diploma is based on Emirates Government Service Excellence Program to Promote Services into 7-stars level

The Ministry of interior (MoI) has assigned 10% of the seats at the Customer Service Excellence Diploma program to the partners at ministries and government institutions. The second batch, which included 324 persons, started yesterday Sunday. The new batch includes 286 MoI members (front desk employees) and 38 customer service employees of partners at the ministries.

Lieutenant Colonel Nasser Khadem Al Ka’bi, Head of the Customer Service Department at the General Directorate of Strategy and Performance Development at the Ministry of Interior, said: “The first batch which included 54 MoI employees has completed the requirements to obtain the diploma. This program is designed in cooperation with Etisalat Academy, based on the criteria of the Emirates Government Service Excellence Program, in order to realize the UAE Vision 2021. The four months program requires a two days attendance per week.”

Second Phase

Al Ka’bi said that the second phase will cover five training areas across Abu Dhabi, including the cities of Abu Dhabi, Al Ain and Bida Zayed; Dubai will host employees of Dubai, Ajman and Sharjah; while Ras Al Khaimah will host employees of Ras Al Khaimah, Umm Al Quwain and Fujairah. He explained that this distribution will make it easier for employees to join the program and follow the four months training program at two days per week.

“The program aims to qualify and improve employees working at customer service fields in order to develop and facilitate their services. It will include training and academic lectures. The program also targets the employees’ behavior and skills while dealing with all different categories of the society. Time management planning, plan designing, respect, positive attitude and the best strategic solutions, initiatives and projects in serving the customers will be essential components of the program,” Al Ka’bi said.

Academic Topics

Regarding the program’s academic topics, Al Ka’bi explained: “They cover institutional culture, as the program will review the values of the Ministry of Interior, educate employees on institutional-cultural transformation, means of communication, etiquette and self-management. Employees will learn how to implement the employee management system of the UAE Federal Government. The program will also cover topics of efficient professional communication, team work and loyalty. Employees will realize the importance of loyalty’s effect on performance and will gain skills that will allow them develop and maintain their loyalty.”

Al Ka’bi added: “The program is based on the Emirates Government Service Excellence Program and aims to promote the services into a 7-stars level. It will help support the efforts to develop customer service methods and bring an improved customer experience at the federal entities. This program qualifies and builds the skills of the human resources, targeting the service providers at the MoI sectors.”

Recognition

Al Ka’bi said: The diploma certificate is recognized by the International Business Training Association (IBTA). It is the first Arab program designed for customer service employees of the government sector.  The diploma is a modern and developed curriculum that provides theories, means and mechanisms  aimed at upgrading  participants’ skills and knowledge, and improving the conduct of service providers, with a view to attain the 7-star level in the provision of government services, as per the criteria of the Emirates Government Excellence Program.”

Latest Methods

Graduates will be issued the international Certified Business Professional (CBP) certificate in customer service. The diploma sheds light on all elements necessary to motivate individuals, by developing customer service methods, based on the “role model” principle. It also focuses on developing listening skills, through the latest listening techniques.

The diploma dedicated a major part of the curriculum for time management, self-control, other individuals control and work-related stress management, through scientific and modern mechanisms and methods. These mechanisms and methods were selected commensurate with the UAE society and culture, especially the particularities of the Customer Service Department at the Ministry of Interior.

Terms of Registration

Lieutenant Colonel Al Ka’bi also highlighted the registration conditions and requirements. “All applicants must be employees at the UAE Ministry of Interior or any of its strategic partners. The program is designed for civilian or military staff from the domestic and Federal sectors, and must be working in any area that involves direct contact with customers. Applicants must have a General Certificate of Secondary Education (GCSE) pass, and the approval of both their direct supervisors and the Customer Service Department at the Ministry of Interior,” he said.

Participants are required to maintain a minimum attendance of 80% to be qualified to obtain the certificate. They also must show effective participation in the practical drills and activities pertaining to the training program. In addition, they are required to pass the specified tests that are designed to evaluate performance in each training semester, and throughout the program’s various stages; as well as the trainers’ positive evaluation.

For more information about:

The Ministry of Interior, please click HERE

Abu Dhabi Police, please click HERE

Follow us and check our Social Media feeds on: YouTube, Facebook and Twitter

The Arabic-language text of this announcement is the official, authoritative version. Translations are provided as an accommodation only, and should be cross-referenced with the Arabic-language text, which is the only version of the text intended to have legal effect.

Contacts

The UAE Minister of Interior's General Secretariat, Tactical Affairs and Security Media Department
Abu Dhabi Police GHQ - Security Media
Chris Cron +971-(0)-50-987-1317
E-mail: cron.media@hotmail.com

Permalink: http://www.me-newswire.net/news/10742/en