The United Arab Emirates, (UAE) faces numerous challenges and opportunities in their quest for customer care satisfaction for the younger and older generation, immigrants and citizens alike. How to adequately, effectively and satisfactorily handle and manage the groups is indeed a great concern. A need arises for knowledgeable and well trained service providers in government and private sectors thus catering for the increasing growth in number of people.
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The rate of immigration in the UAE is rapidly increasing and it is estimated that there are approximately 5 million refugees in the region consequently increasing the need for customer care. The country has the world’s highest net migration rate and a very diverse and multicultural society.
The region is the second-fastest growing populace, making it difficult to adapt to social change, monetary and political strains. Although today the population is predominantly Islamic, there are three dominant races which originally originated there- Christianity, Islam and Judaism.
The customer is the key focus throughout any sector in the global market. Customer care both in the government and private sector involves receiving walk in customers in the reception, technical expertise and advice, front office management and international relations with countries in which they export their products.
All staff should be trained and equipped with communication skills and be aware of and be committed to customer care. Efficient systems and procedures should be designed to enhance customer care in any organization. Loss of a customer does not only mean the loss of one sale but it may eventually impact on a lifetime of sales.
The government sector is involved in the invention, delivery and provision of goods and services for its citizens. The UAE houses seven states, commonly referred to as emirates. Petroleum and subsidiary products play an essential role in the UAE financial system. It boasts of the most luxurious airline service in the world and customer retention and satisfaction is of great priority.
The government makes huge contributions to poor African countries and helps in emergency relief and creating good rapport with its customers. The UAE government is also committed to foreign corporation, modernization and creating employment opportunities. This necessitates extensive diplomatic relations with other countries creating new opportunities for customer care.
The private sector comprises privately owned large, medium and small organizations and business which are not run or controlled by the government. In the UAE, the classified companies hire majority of the personnel. The success and continuity of this sector hugely relies on how well its staff relate with customers hence the need to employ trained and knowledgeable employees keeping up with national and international developments.
Another major challenge in customer care in the UAE is illiteracy and communication, the medium of instruction in the public schools being Arabic. Education is examined and funded by the government, through the ministry of education. However, illiteracy standards are reducing due to courses that curb illiteracy among the different population.
Health care is only free for UAE citizens only in government hospitals. The ratio of doctors to patients is greatly depressing hence creating stress in customer care provision. In the private hospitals, there tends to be less congestion for bed space and doctors attention due to the high cost. The high costs therefore call for improved customer care compared to the government owned medical facilities.
By 2020, the largest airport in the world will be in Dubai. Both the government and private sector have made huge investments in tourism, real estates and leisure, creating more opportunities for customer care and international relations. UAE has the ability to address challenges.