DTCM launches suggestions and complaints system
The Dubai Department of Tourism & Commerce Marketing (DTCM) has launched a new promotional campaign for its suggestions and complaints service, which 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 called ‘You First’ aims to underline DTCM’s “strong customer focus” and will include 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 centers and the airport.
Eyad Abdul Rahman, executive director of media relation division and business development at DTCM said: “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% customer satisfaction rate in 2010, while it accomplished 100% customer satisfaction for complaints related to DTCM services.”
Through DTCM’s suggestions and complaints system public can lodge complaints through email, the DTCM website, the Government of Dubai website, fax, toll free number 800 7090, mail boxes, the complaint boxes located in various places, or by coming in person.
The DTCM said all complaints and relevant documents would be “taken seriously and dealt with promptly”.
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 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. Further, responding to complaints in record time creates a favourable impression of Dubai and encourages visitors to keep coming back to Dubai,” Abdul Rahman concluded.