Dubai mall debuts retailer training

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Dubai's Ibn Battuta Mall has achieved a ‘first' in the city with the launch of its dedicated training programme for retailers.

The mall has turned to customer service and relationship management training for its tenant mix in a bid to "deliver a superior retail experience."

The training programme was developed following a decision by its management group, Nakheel Shopping Malls, to bring customer service levels in line with global standards of excellence.

The scheme will help Ibn Battuta Mall to resolve any discrepancies in service delivery between its various retail outlets and ensure a customer centric approach to retailing.

"We are working to achieve a shift from traditional transactional customer service to an entirely new service delivery mindset which nurtures the client/retailer relationship. Dubai is a world-class shopping destination and customers of Ibn Battuta Mall deserve the quality of service commanded by such a reputation," said Sandy Mercer, head of marketing, Nakheel Shopping Malls.

The three-hour inaugural training session was attended by 300 Ibn Battuta Mall retailers, and was conducted by Fadi Al Takkale from the Nakheel Learning and Development Centre.

The presentation focused on the foundations of customer service: understanding and responding to consumers' needs, drivers and concerns, the benefits of customer service and the outcomes of poor customer service.

"With a host of new brands joining Ibn Battuta Mall this year, we are further highlighting the ‘Great Stuff, Fantastic Place' shopping experience by offering a high level of retail service," Mercer added.

For the next stage of its programme, Ibn Battuta Mall has appointed biz-ability, the reputed people performance agency that counts Shell International, Coca-Cola and Dubai Duty Free among its clients.

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