Roads & Transport Authority - Archived News Details

The workshop focused on the standards of selecting front-end staffs in a way befitting serving customer needs, and shed light on RTA’s strategy in achieving higher customer’s satisfaction rating. It also reviewed the policies and procedures adopted to achieve this end, and examined the advanced e-services introduced to serve RTA’s customers.

The workshop, which was attended by all CEOs at the RTA, was presented by John Chol, President of the American Service Quality Foundation; an an expert in customer service strategies and owner of best-sellers in service quality worldwide. He had also worked as a consultant for major companies such as Axiom Telecom, Coca-Cola, Hertz Car Rental, and other big names in the business and service sectors worldwide.

Ahmed Mahboob, Director of Customers Service at RTA’s Corporate Administrative Support Services Sector, said: “The workshop, which was held at Intercontinental Festival City Hotel, stems from RTA’s continued attention to attaining customers’ satisfaction; which is reflected in inviting the world’s top experts & specialists in delivering best-in-class customer services to screen the latest concepts and international trends of the industry. The workshop cast light on front-end staffs and training them on delivering 7-star customer services, RTA’s strategies in this field, and polices & procedures to be adopted in line with RTA’s 3rd Strategic Goal: Peoples Happiness.

“The workshop also spotlighted e-services provided by the RTA to customers and how to accelerate their processing at the highest global standards. It also touched on select lessons of global customer service leaders (of businesses such as Amazon.com, Southwest Airlines, and Apple) to apply them in improving RTA’s business,” continued Mahboob.

“The workshop also reviewed the means of communicating and responding to customer needs via social media channels, website, Call Center (8009090), and customers’ service centers all over Dubai. It also shed light on the standards of selecting the most suitable employees for posting in these centers, and the advanced means of availing RTA’s services such as the smart kiosk, e-purse, and smartphone apps among others. Achieving higher customers’ satisfaction rating is a core objective in line with our commitment to the directives of our prudent government which attaches paramount attention to all citizens, residents, visitors and tourists of the Emirate of Dubai,” said the Director of Customers Service in a concluding remark.