Muscat: Xeem-Fatma Al Riyami Consultancy, a graduated company from the National Business Centre (NBC) which pertains to the Public Establishment for Industrial Estates (Madayn), organised recently Global Star System Workshop.
Organised in partnership with Lloyd's Register, the workshop aimed at serving customers, identifying the mechanism of measuring customer satisfaction and complaints management, and developing a plan to measure customer satisfaction. The workshop was attended by representatives of investor services centres of Madayn and Ministry of Housing
Lloyd’s Register consultant and trainer Eyad Barakat stated that, “The workshop focused on establishing concepts related to the provision of services in a distinctive way and up to the international standards in performance according to the standards of the Global Star System for classification of services and according to handling complaints of customers (ISO 10002) and Follow-up and Measurement of Customer Satisfaction (ISO 10004)."
"These standards focus on the principles of customer focus and services efficiency. Customer focus study customers vision, understanding their needs and expectations and accordingly build comprehensive set of services based on customer’s classification, issuing services catalogue and providing appropriate service delivery centres, beside design and documentation of service-related processes, concluding with providing component human resources that is qualified, trained and able to deliver services."
"Moreover, the second cost efficiency principle aim to provide services in a cost-effective manner to enterprises and reduce costs without compromising the quality of services provided. Applications of this principle is based on examining volume of services demand and the capacity of service centres, including topics related to technology and intelligent transformation and automation of services," he added.
This workshop came in line with the significance of customer service as an important pillar in every organisation through establishing direct communication with the customer/client, where customer service is considered the intermediary between the customer and the organisation, providing information about the business nature and services provided by the organisation.
It is also known as a set of principles and skills that characterise specific individuals within the organisation and qualify them to maintain the satisfaction of customers and clients with the institution permanently. Customer service is therefore considered a strategic function in any institution in the world.