News Details

With the aim of providing high-quality services and advancing the Bahraini citizen, the Institute of Public Administration, within the Customer Service Program in the Government Sector (Service), organized a training course entitled “Strategies for Dealing with Customer Complaints and Solving Their Problems,” which targeted customer service employees in the public sector. For her part, Ghada Shanaa, Senior Director of Professional Development at the Institute, stated that the program will contribute significantly to the success of the goals and programs for which ministries and government institutions in the Kingdom of Bahrain are working, which came in the government’s work program for the years 2015-2018, which includes improving the productivity of the public sector, and improving and simplifying procedures in providing services in the public sector. Shana added that this course seeks to introduce trainees to the importance of dealing effectively with customer complaints, and to know the impact of this on providing distinguished service to them. The course also seeks to teach trainees strategies for effectively dealing with and resolving customer complaints, gaining the ability to analyze complaints and know their causes, and the ability to apply these strategies in the reality of daily work. It also included training service employees in the public sector on how to accept complaints and problems related to customers and turn them into opportunities for advanced creative solutions. The course included a group of trainees from department managers, department heads, and workers in the public relations and customer service departments in the sector. Government. Shanaa explained that the “Strategies for Dealing with Customer Complaints and Solving Their Problems” course comes within the Customer Service Program (Service), which aims to measure customer satisfaction in the services provided by the public sector, and depends on the extent of the success of customer service employees in achieving a positive impression on government customers. The program seeks to link the concepts of distinguished service with the economic and social strategy of the Kingdom of Bahrain by developing personal capabilities and communication skills in customer service. The (service) program was designed to keep pace with the functional needs of first-line customer service employees who deal directly or indirectly with customers, who are all citizens and residents who receive various services from various government agencies.