Establishing a corporate excellence center for customer care, in addition to supporting the implementation of the ISO 10002 standard for dealing with customer complaints, through:
Analyzing the current situation and measuring the extent of institutional maturity of customer relationship management
Quality Management System Implementation – Customer Satisfaction – Complaint Handling ISO 10002:2018
Preparing a global and local benchmarking study and analyzing the gap between the desired situation and the current situation
Detailed design of the Center of Institutional Excellence, including the organizational structure, job description, policies, operating model, governance framework, risks, and compliance
Designing training programs for developing human capital and spreading the culture of institutional excellence
The result:
ISO certification in dealing with customer complaints
The organizational structure and business governance of the General Department of Customer Care
Accredited and detailed training programs according to the needs of the General Administration of Customer Care
