DTCM launches feedback campaign
Dubai, January 26, 2011
The Dubai Department of Tourism & Commerce Marketing (DTCM) has launched a new promotional campaign for its suggestions and complaints service.
The promotional campaign running under the theme "You First" includes welcoming suggestions, complaints and comments about services offered by the department or any other tourist related facilities in the Emirates of Dubai.
The campaign includes advertising via local newspapers and through DTCM’s vehicles, in addition to promotion at all the DTCM heritage sites, cruise terminal and through its visitors information bureaus located in shopping centres and the airport.
Through DTCM’s suggestions & complaints system public can lodge complaints through email, the DTCM website, the Government of Dubai website, fax, toll free numbers, mail boxes, the complaint boxes located in various places, or by coming in person.
The campaign aims to improve the level of services provided to customers by opening up communication channels, listening and responding to the views of customers, as well as forming a positive impression about Dubai as a global city which offers unique high-quality services to customers and visitors.
“DTCM pays great attention to customer suggestions and complaints, which is reflected by the fact that for complaints related to the hotel and tourism sector, DTCM achieved a 97 per cent customer satisfaction rate in 2010, while it accomplished 100 per cent customer satisfaction for complaints related to DTCM services,” said Eyad Abdul Rahman, executive director of media relation division and business development at DTCM.
DTCM aims to ensure that making a complaint is as easy as possible, while treating a complaint as a clear expression of dissatisfaction with its service which calls for an immediate response.
DTCM also intends to responds to complaints with an explanation, or an apology where it has gone wrong, or information on any action taken, a statement said.
It also plans to learn from complaints, use them to improve services, and annually reviews its complaints policy and procedures, according to the statement.
“DTCM will soon publish a manual to acquaint customers about their rights, since responding to complaints from tourists and visitors contribute to enhancing their confidence in Dubai,” Abdul Rahman said.
“Further, responding to complaints in record time creates a favourable impression of Dubai and encourages visitors to keep coming back to Dubai,” he concluded. – TradeArabia News Service