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Dubai breeds 'culture of complainers' - retail expert |
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02/04/2009 10:24:13 AM |
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Dubai has developed a culture of complainers, the managing director of the UAE’s largest customer service consultancy has said.
“I think the UAE, and Dubai in particular, has developed its own culture of complainers,” Robert Keay of Ethos Consultancy in Dubai said.
“I honestly believe that many people complain about something and nothing in many instances.
“I have lived here for almost seven years now and I have gotten used to people complaining for the sake of complaining. It’s almost a malaise.”
Customer service in the region’s retail sector is often patchy but is by no means worse than in other developing economies, he said.
“If you take it in context, I actually think that for an emerging country, the customer service delivered by many organisations is pretty good compared to the West,” he said.
Gulf expats who say service is better in their home countries often have a short memory, Keay claimed.
When the customer experience falls short of the mark it is usually because Gulf retailers hire inexperienced staff and provide them with inadequate training, he added.
Ethos Consultancy provides companies with mystery shoppers to help them rate staff and has seen a 30 to 40 percent increase in its order book for this year. Demand has been particularly strong from the retail, banking and government sectors.
“Someone said to me the other day that we must be the only company in Dubai still recruiting,” Keay said.
Still, many clients fail to implement the findings of the company’s studies, choosing instead to leave them with their research departments.
Keay said it is hard to make generalizations about customer service in any given sector.
“We’ve been benchmarking the retail banking sector for four years now and generally speaking we have seen service dip in that four year period. But we’ve seen half a dozen banks improve their services,” he said.
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Source:Arabianbusiness.com |
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