Alshaya’s Customer Service Efforts Globally Certified

02 Feb 2015

Company’s Customer Service Team achieves ISO 9001:2008 Quality Management Certification

Leading international retail franchise operator M.H. Alshaya Co.’s commitment to providing outstanding customer services has been recognised with the award of ISO 9001:2008 certification.

The certification confirms that Alshaya's customer service process is aligned to international quality standards and followed a rigorous external auditing process. To achieve the certification, Alshaya’s customer service team had to show it could consistently provide products and services that met both customer and regulatory requirements. They also had to show that continuous improvement systems are in place to support customer satisfaction goals.

Supporting a portfolio of more than 2,600 stores, Alshaya’s team of customer service experts operate a range of programmes that together help it understand customers’ emerging needs, enhance overall service levels and continuously improve the in-store experience. As well as providing training and coaching to store staff across MENA, the team operates a range of customer feedback channels that help it listen and respond to customer enquiries and concerns. These include its Contact Centre, its online customer survey, Your Opinion Counts, and its mystery shopper programme, which monitors in-store service standards.

Achieving ISO 9001:2008 certification reflects the ongoing work that Alshaya’s customer service team has been doing to drive continuous improvement in the quality and consistency of customer service across the business.

Not only does the customer benefit. The certification also provides Alshaya’s many business partners with important third-party validation that the programmes run by GCS are to international standards.

“At Alshaya, we are 100% focused on delivering the best possible service to our customers and brand partners. Successfully completing the rigorous process required for ISO 9001:2008 certification is confirmation that our commitment to delivering superior levels of customer satisfaction is built into the way we work,” said Mona Dabbah, Head of Group Customer Services at Alshaya.

“This certification is a major milestone, but we can’t stop there: we’re continually working to meet and exceed the growing expectations of our customers,” said Ms Dabbah. “Our quality management system establishes high standards for ourselves, and we constantly review and improve the system to ensure we provide industry-leading customer services and solutions to our customers.”

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