Municipality and Planning Department, Ajman - Customer Service or Sales Book of the Year

Company: Municipality and Planning Department, Ajman, United Arab Emirates
Company Description: Municipality and Planning Department - Ajman is concerned to undertake the services of planning & development the infrastructure of city of Ajman.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Customer Service or Sales Book of the Year

Nomination Title: Customer Service Booklet - Ajman Municipality and Planning Department

The customer happiness booklet has been developed and designed with the aim of creating an easy reference for front-row staff of the Municipality and Planning Department -Ajman. It provides guidance and instructions on how to deal with customers in several situations and scenarios prepared based on local and international standards of excellence in customer service.

The first version was launched by the end of 2017, which included the important definitions and the excellence criteria, and also it contained examples of situations that the service provider might face and how to react. In addition, it included the knowledge and skills that employees need to comply with in the field of service delivery.

In 2019, the customer happiness booklet was updated according to the new changes in customer charter of Ajman Municipality (Appendix 1: Customer Charter). In 2020, the third version of the booklet was launched by adding new chapters on how to deal with customers and new communication channels during Covid-19 pandemic, as well as focusing on the happiness of employees and their impact on the happiness of customers. (Appendix 2: The customer happiness booklet).

To ensure the implementation of the guidelines provided in the booklet, a training program was developed and linked to the Annual Training Plan of the Municipality, where a number of (10) training workshops were held between 2019 and 2021, with (39) employees attended the courses (100% participation of service providers at the service center) (Appendix 3: Workshop material).

Moreover, To ensure that employees adopt the standards, their appraisals were linked to the achievements of the Customer Service Charter (in accordance with the ISO 10001:2018). And as a result, the service centers attained the targets at the KPI of the % compliance to the Customer Service Charter service charter and achieved the following results: 98%, 99% and 100% for the years 2018, 2019 and 2020, respectively.

As an outcome, the customer satisfaction on employee's knowledge and performance was raised by 5.5% in 2020 compared to 2018 (90% in 2018, and 95% in 2020). Moreover, in Mystery Shopper reports, the percentage of the satisfaction on the service provider was increased from 77.7% in 2019 to 92.2% in 2021 (Appendix 4: Customer Satisfaction reports 2018 & 2020, Appendix 5: Mystery Shopper reports 2019 & 2021)