Abu Dhabi Ports has been accredited for excellence in customer service at a ceremony last week. Awarded by the Lloyds Register of Quality Assurance (LRQA) to the operator of all ports and the Khalifa Industrial Zone within the emirate, the accreditation recognises excellence in customer complaint resolution.
Speaking at the ceremony, 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.”
The certification comes as a result of the new customer service centre opened in Zayed Port in 2015, which was opened 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.”
This latest achievement comes as part of a wider drive to achieve ISO 9001:2015 certification, which recognises excellence in quality management and is the first major update of the standard since 2008.