Dubai – Ajman Tourism Development Department (ATDD) launched its Customer Charter on the second day of the Arabian Travel Market 2014, coinciding with the activation of ATDD responsibilities regarding the issuance of all tourism-related licenses.
ATDD Customer Charter aims to improve a customer's knowledge and understanding of offered services, interact regularly and improve communication with stakeholders through good listening and discussion of issues that concern them, Yamina Aoucher, ATDD's Director of Tourism Licensing and Standards, said.
Involving stakeholders in decision-making in the tourism sector, developing and implementing new approaches to manage all aspects of tourism activity in order to reach an excellent level of tourism performance and thus earn the satisfaction and loyalty of all stakeholders are also among the objectives of the Charter, she added.
For her part, Alia Al Humrani, ATDD Customer Relations Executive and the Customer Charter project coordinator, said the Charter represents an organizational policy that sets the standards related to customer service. It is also known as a code of practice which improves access to an organization's service and promotes quality, she added.
The ATDD Charter explains different areas where customers can expect service and provides a framework for defining service delivery standards, the rights of stakeholders, and how complaints from customers will be handled, Al Humrani elaborated.
All ATDD employees share and will work under the Customer Charter to guarantee the highest level of customer service, Al Humrani said, adding that the charter also clearly states the ATDD vision and mission and its commitment to customers.
The Customer Charter and communications channels are now uploaded on the ATDD web site www.ajmantourism.ae, she noted, adding that suggestions boxes were now available at all hotel establishments in Ajman as part of efforts to support the targets of the Customer Charter project.