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Abu Dhabi Airports Company (ADAC) announced today that the Quality Assurance Department received 2 STAR Awards for "Best Public Sector Complaint Management & Service Recovery" in recognition of the effective customer service policies at Abu Dhabi International Airport. The awards were announced in the 2011 UAE Customer Service week summit held under the patronage of H.H. Lt. Gen. Sheikh Saif Bin Zayed Al Nahyan, Deputy Prime Minister ’&’ Minister of Interior, earlier this month in Sheraton Abu Dhabi hotel ’&’ Resort.
The Star Awards have identified four critical elements of service quality within the key area of "People Performance", all of which are necessary when attempting to achieve consistent customer service excellence; Skills and Knowledge, Teamwork, Awareness and Responsiveness. ADAC was awarded under the Responsiveness category 2 Star awards as the "Best Public Sector Complaint Management ’&’ Service Recovery provider" in its field of services as identified by the panel of judges of experts in the field of customer service.
"Being part of the service industry and in line with our strategy to become one of the leading airport groups in the world, ADAC always takes into consideration the needs and expectations of its customers from passengers and airlines. This is conducted through continuous benchmarking and satisfaction gap analysis in comparison with the best in class airports. Through such thorough assessments, ADAC is able to identify and closely monitor travelers’ expectation and make the suitable adjustments to its service offerings," Eng. Ahmed Al Haddabi, Chief Operating Officer of ADAC said.
"The Quality Assurance team at ADAC constantly coordinates with its business and airline partners and stakeholders, including government authorities, to anticipate new passenger requirements and expectations allowing the airport to continuously implement the highest level of customer service, exceeding these expectations. The 2 Star award reflects our commitment to quality and we are very proud to have received such prestigious accolade once again" he added.
The UAE Customer Service Week 2011 summit was held and ran in parallel with the celebrated Customer Service Week in the UK, US, Australia and Canada with the aim to develop it into an annual UAE Customer Service Week in support of the creation of a customer service community in the country promoting excellence across the region.
The 4 days event discussed the key drivers needed to enhance the customer experience in the region and to benchmark a variety of sectors (banking, finance, healthcare, retail, government, hospitality, utilities, airports, telecom, and tourism.
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