The Department of Economy and Tourism in Dubai launches the “Service Ambassador” program to enhance the experience of shoppers in the emirate

The Department of Economy and Tourism in Dubai launched the "Service Ambassador" program, which aims to improve the experience of shoppers in shopping centers and stores located throughout the emirate, as well as raise their level of satisfaction and reduce complaints. The Commercial Control and Consumer Protection Sector and the Dubai College of Tourism developed the program, in cooperation with the Dubai Festivals and Retail Establishment, through the establishment of a specialized course designed to assist employees in retail companies and commercial groups to contribute to improving the quality and efficiency of customer service and sales.

The launch of the program comes within the innovative initiatives of the commercial control and consumer protection sector, which will support businesses and merchants to maintain the close relationship between them and consumers. Meanwhile, merchants and business owners can register for the program, thus enabling their employees to enter it and start learning from anywhere and at any time through the Dubai College of Tourism's smart learning platform.

Commenting on that, he said, Mohammed Ali Rashid Lootah, Executive Director of the Commercial Control and Consumer Protection Sector: “The Service Ambassador program was developed to focus on practices that raise the level of customer happiness, including the quality of service, the method of dealing, and the commitment to the warranty period, in addition to maintaining the relationship between the merchant and the customer as well as communication and interaction with them, and other important matters that were taken into account in the programme.

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. added LOOTAH He said: “As the shopping experience is considered one of the main factors that contribute to the growth of the tourism and retail sectors in Dubai, it is important for companies and all outlets and stores to maintain an outstanding level of customer service. The Commercial Control and Consumer Protection Sector and the Dubai College of Tourism have jointly developed this program with a focus on our vision of the shopper’s journey and his expectations regarding the shopping experience in the Emirate of Dubai.”

And from his sideAhmed Al Khaja, CEO of the Dubai Festivals and Retail Establishment, said: “Dubai continues its efforts to strengthen its position as a leading destination for shopping in the world, by providing integrated and unique shopping experiences, which include, in addition to purchasing the most famous local and international brands, entertainment and delicious food. The launch of the "Service Ambassador" program comes to highlight the important role of sales staff and customer service, to improve the services enjoyed by visitors, reflecting the global reputation enjoyed by Dubai. There is no doubt that providing the distinguished service adds a dimension and an essential element to the shopping experience to encourage citizens and residents in the UAE as well as international visitors to come to Dubai as well as repeat the visit.”

On the other hand, he said Issa Bin Hader, Director General of Dubai College of Tourism“Within the framework of the vision of our wise leadership to make Dubai the preferred destination in the world for life, work and visit, it is important to ensure that the highest services are provided to the city’s residents and visitors, especially employees whose nature of work requires direct dealing with customers, in a way that reflects the civilized image of Dubai in receiving its guests.” and welcoming them, and also to enable visitors to experience exceptional experiences. We at Dubai College of Tourism, in cooperation with the Commercial Control and Consumer Protection Sector, have developed the 'Service Ambassador' program to inform its participants of ways to enhance the skills of customer service employees. There is no doubt that the college’s extensive experience in developing programs and training courses will have an important role in enabling the participants as well as the companies they work for to achieve the desired benefit, as they all strive to provide the best experiences and real and unique value to customers.”

The “Service Ambassador” program consists of two categories, the first is dedicated to customer service employees and sales employees, and the other is dedicated to supervisors in stores and outlets. Each program is designed to suit the nature of work and the responsibilities of each category towards the customers.

The Dubai Department of Economy and Tourism will supervise the program in order to ensure continuous improvements, as well as provide full support to the merchants and its affiliates to achieve the best results. The main objective of the program is to support merchants and investors and increase consumer confidence in the emirate's markets, as well as ensuring a unique shopping experience for Dubai residents and visitors.