Her statement was made during her participation in a seminar by the Emirates Government Service Excellence Programme, as part of a series of talks to introduce training programmes that will educate frontline employees from the federal governments’ Customer Happiness Centres on best practices in the areas of achieving happiness for customers.
The programme, run by national and international partners who are leaders in the area of customer service, represents the vision of Vice President and Prime Minister of the UAE and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, that happy employees create happy customers. They also serve an important role as representatives between his colleagues and family with the wider community, in order to build a society that enjoys happiness and luxury, she said.
"The government of the UAE is creative and innovative. It focusses on the person, whether an employee or customer, and when offering services it takes an encompassing approach that focusses on achieving happiness for the customers. Through this programme, we aim to implement these foundations in terms of culture and our work approach by strengthening the skills of the Customer Happiness employees by providing them with knowledge, information and the tools that will enable them to make customers happy and make their lives easier," she added.
She stated that vital co-operation had taken place in running the programme, with theme parks serving as the most prominent training centres for frontline staff as they give special attention and priority to customer service.
According to Hessa Essa Buhumaid, Assistant Director-General for Government Services and Leadership in the Prime Minister’s Office in the Ministry of Cabinet Affairs and The Future, the training programme consists of a number of main pillars that will focus on happiness as a national value and part of the cultural heritage of the UAE. Positivity, personal happiness and customer service skills are also taught as part of the programme.