Text size:

  • Small
  • Normal
  • Large

Poor customer service costs UAE firms millions of dirhams, expert says

Poor levels of customer service could be costing firms in the UAE millions of dirhams in lost business.

DUBAI // Poor levels of customer service cost UAE companies millions of dirhams in lost sales and business each year.

Suhail bin Tarraf, chief executive of Tanfeeth - a company that aims to improve the quality of customer care - said a cultural change was needed over how the private and public sectors deal with customers.

Speaking on the sidelines of the 11th GCC Government Shared Services Centres and eServices Quality Excellence Conference yesterday, he claimed that many organisations had to rethink their approach.

"If a customer has a bad experience once then they will constantly talk about it," Mr Tarraf said.

"But no one ever talks about good service because that is something you expect to receive.

"It's difficult to put an exact figure on how much businesses are losing out, but it would be fair to say they are missing out on millions of dirhams if people take their custom elsewhere because of poor service."

Tanfeeth was set up a year ago by Emirates NBD to improve its call centre service by reducing waiting times and speeding up its complaints procedure.

It has been so successful that other organisations as well as government departments are in talks with Tanfeeth to improve their services.

"A lot of organisations see training staff as a cost rather than an investment," Mr Tarraf said.

Better trained staff in call centres can help to resolve customer complaints and problems quickly, he added.

"Customers expect better and better service every year and as a business you don't have a choice if you want to be successful, you have to be flexible and put the customer first."

The conference, at the Ritz-Carlton in DIFC, concludes today.

nhanif@thenational.ae

Back to the top

More articles


Editor's Picks

 An Egyptian Orthodox Christian priest give communion during the Palm Sunday service inCairo, Egypt. Mohamed El-Shahed / AFP

Region in focus - April 18, 2014

The best images of the last seven days from around the Gulf and across the Middle East.

 Above, the private pool of Ocean Heights' five-bedroom penthouse flat. Courtesy Christie’s International Real Estate

In pictures: Penthouse flat is height of Dubai luxury living

A five-bedroom penthouse in Ocean Heights in Dubai Marina is on sale for Dh25 million and comes with a private pool and an unparalleled view of Dubai.

Video: Local reactions to a national fishing ban

A federal fishing ban has been imposed by the UAE federal government, but local authorities are taking diiferent approaches to implementing the ban. Two fishermen tell two very different sides of the story. Produced by Paul O'Driscoll

 Southampton owner Katharina Liebherr is pictured before the Premier League match between Southampton and Liverpool at St Mary's Stadium in Southampton, southern England, on March 1, 2014. Glyn Kirk / AFP

New Southampton owner leading club’s resurgence from the shadows

Katharina Liebherr keeping with family tradition and letting others dominate the spotlight

 The new Bentley GT Speed convertible on display at a press event of the New York International Auto Show. Jason Szenes / EPA

In pictures: Hot cars at New York International Auto Show

With more than 1 million visitors annually, the New York International Auto Show is one of the most important shows for the US car industry. Here are some of the vehicles to be shown in this year’s edition.

 The cast of Fast & Furious 7, including Michelle Rodriguez and Vin Diesel, centre, on set at Emirates Palace in Abu Dhabi. Jeffrey E Biteng / The National

Fast & Furious 7 filming in full swing at Emirates Palace

Filming for Fast & Furious 7 has started and we have the first photos of the cast and crew on set at Emirates Palace hotel this morning. Visitors staying at Emirates Palace say they have been kept away from certain areas in the grounds.

Events

To add your event to The National listings, click here

Get the most from The National