As the world economy gradually recovers and pundits predict everything from a total recovery to another dip in consumer spending, organisations in the region have now realised that exceptional customer service is the key to retaining and acquiring more customers. According to customer trends, one of the most striking aspects is the shift towards individualisation. Customers now demand a certain level of customisation when it comes to products and services.

Compared to in the past, customers now are more aware and demand a high level of service. For organisations it means that they now have to shift towards a more customer centric approach to their every day operations. As anyone in an organisation can attest to, while it is easy to state that one has to be customer-centric, it is another thing to implement and have it reflect in every level.

As we move into the next decade, customers now have a wide array of channels to either comment, discuss or debate on a
Background service or a product. This has prompted many organisations to engage with their customers directly through social media tools. A single customer who has encountered less than acceptable service can through Facebook or Twitter now cost an organisation millions of dollars in loss of revenue and/or damage to a brand.

It is now apparent that in order for an organisation to survive and prosper in these challenging times, it is essential that companies increase the standard of service quality at all levels.
 
One sector that is increasingly placing more emphasis on customer service is the public sector. Government bodies and agencies are now investing heavily in service delivery solutions and training as they look to improve their service quality to all stakeholders. This is clearly evidenced by initiatives from the UAE government for example, to improve customer service and utilising technology as an enabler.