Emirates Post conducts mystery shopper program
The United Arab Emirates’ 4th Postal Zone, which comprises Fujairah and Ras Al Khaimah, was declared the best zone for customer service under Emirates Post’s mystery shopper program. The mystery shopper program, conducted for Emirates Post by an independent company, Gulf Marketing Research, selected 4th Postal Zone on the basis of overall performance, courtesy, speed and reliability. Teams from the independent company visited each post office of the zone four times and identified both strengths and weaknesses and presented them to the management.
Salem Al Shaya, Assistant CEO, operations, Emirates Post, presented certificates to the employees of the 4th Postal Zone, as well as for best-performing employees from all the postal zones of the UAE at a felicitation function held at Emirates Post head office in Dubai.
“The mystery shopper program has been designed to help Emirates Post upgrade customer service by monitoring employee behavior and customer interaction without the knowledge of the employees,” said Al Shaya. “By utilizing the services of a professional company, we can objectively look at our customer care standards and seek ways of upgrading them.”
The findings of the mystery shopper team will be used to map out training programs for employees and organise special workshops in areas that need improvement. The mystery shopper program is an ongoing initiative at Emirates Post offices.
