A UAE First: Accredited Service Excellence Training Programs
Advisory & Consultancy, Corporate Strategy
In response to the United Arab Emirates (UAE) government's progressive focus on enhancing service quality through initiatives such as Customer Happiness and Seven Stars Services, we set out to elevate industry benchmarks. Our goal was to introduce accredited training programs that would serve as a gold standard in the realm of customer service and experience, thereby aligning with the nation's commitment to excellence
Serving in an advisory capacity to multiple governmental and semi-governmental entities, we identified a significant gap in accredited educational offerings specific to customer service and experience. With this understanding, we were inspired to initiate the development of the UAE’s first training program to achieve federal accreditation in these critical areas.
Challenge
Accreditation and Curriculum Development
Our journey commenced with an inquiry into the federal authority responsible for vocational educational certifications and accreditations—The National Qualifications Authority (NQA). We wanted to understand their criteria and requirements for obtaining program certification, which would give our endeavor a national seal of approval. To augment our efforts, we initiated a partnership with Ulster University Business School, which had the expertise of running a UK-endorsed vocational program in the customer service and experience sectors. This international collaboration was a crucial step towards achieving our objectives.
Solution
Collaborative Approach and Formalization
Leveraging the existing curriculum from Ulster University Business School, we embarked on developing a program tailored to the unique needs of the UAE. After synchronizing our program with guidelines and specifications from another seasoned customer service consultancy, we crafted a comprehensive, yet flexible training package. Convinced of the quality and relevance of our program, we submitted our formal application to the NQA for accreditation. Subsequently, we were honored to receive an invitation to participate in the NQA’s groundbreaking pilot project, which aimed to federally accredit vocational education programs suitable for government departments.
Result
Emerging successfully from an intricate and stringent accreditation process, we became the first in the UAE to obtain federal accreditation for a Customer Service and Customer Experience training program. Since its official launch, the program has gained momentum and is now being widely implemented across various tiers of local and federal government, achieving the initial objective of setting a new standard for service excellence in the UAE.
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