Abu Dhabi – MENA Herald: Abu Dhabi Ports, the master developer, operator and manager of ports and Khalifa Industrial Zone in the emirate of Abu Dhabi, is now ISO 10002:2014 certified, which ensures best global practice in handling complaints related to any services offered by Abu Dhabi Ports. Basem Obaid, Area General Manager, was the representative from the Lloyds Register of Quality Assurance (LRQA) who presented the ISO 10002:2014 certificate to Abu Dhabi Ports’ CEO Captain Mohamad Juma Al Shamisi at the Abu Dhabi Ports headquarters.
The accomplishment reflects Abu Dhabi Ports’ commitment to customer service, long-term relationships and partnerships among its client base and the community and businesses it serves. In particular, the certification validates Abu Dhabi Ports’ advanced customer feedback management system and long-standing portfolio of customer service initiatives. The scope of the certificate covers all units of Abu Dhabi Ports and its subsidiaries such as Khalifa Industrial Zone, Abu Dhabi Marine Services (Safeen), and Maqta Gateway as well as facilities at Musaffah, and Zayed Port. This certification comes as part of Abu Dhabi Ports’ quest to be ISO 9001:2015 certified.
The certification endorses the transparent, open-to-feedback approach adopted by Abu Dhabi Ports with regard to customer complaint resolution. Employees at Abu Dhabi Ports are routinely provided with stringent training and resources and subject to reviews and audits to guarantee an exceptional customer experience.
Speaking on the ISO certification, Captain Mohamed Juma Al Shamisi, CEO of Abu Dhabi Ports, said: “We are here to be an integrated, flexible and fast moving platform for businesses and to facilitate global trade. To realise this, we are committed to continually ensuring best-in-class customer services and work to establish regional and global benchmarks for excellence in this field. We have a wide array of customer service initiatives including customer satisfaction surveys, a customer feedback management system, and a 24-hour customer service hotline. Attaining this certification for customer service excellence was a natural progression to boost our operations and fulfil our pledge to always maintain world-class customer services and smooth complaint handling.”
He added: “Our customers’ satisfaction is critical to the seamless functioning of all operations at Abu Dhabi Ports. To reaffirm this priority, we opened a customer service centre at Zayed Port in 2015 to disseminate information and handle feedback, suggestions and complaints – with minimum downtime. We are confident this certificate will complement customer service efforts and increase the core competency and operational excellence at Abu Dhabi Ports.”
The ISO 10002:2014 certificate offers guidelines to enhance customer satisfaction through creating a customer-focussed environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organisation’s ability to improve its product and customer service. The certification mandates top management involvement and commitment to ensure customer services that surpass expectations via adequate acquisition and deployment of resources, and personnel training.
Furthermore, the certification addresses the needs and expectations of complainants, provides complainants with an open, effective, and easy-to-use complaints process, analyses and evaluates complaints in order to improve the product and customer service quality, audits the complaints-handling process, and reviews the effectiveness and efficiency of the complaints-handling process.