DIFC Courts

Customer Service Week Accolade for ‘Outstanding customer service skills’ won by Courts Co-Ordinator, Rita Engelbrecht

Dubai, United Arab Emirates, 8 October 2012: The DIFC Courts, Dubai’s English language, common law judicial system were honoured to win a third consecutive Customer Service Week Award this week, when Courts’ Coordinator, Rita Engelbrecht took home the Customer Service Skill Award. According to the award criteria, in winning the accolade, Rita was acknowledged as an “individual with outstanding customer service skills and knowledge who consistently exceeds customer expectations by going above and beyond the call of duty to ensure each and every customer they come in contact with receives a positive experience”.

This recognition follows similar wins in in previous years of the annual competition. In 2011 the Courts’ e-Registry platform was recognised at the Awards as was the Courts’ registry service in 2010.

In line with His Highness The Ruler, Sheikh Mohammed bin Rashid Al Maktoum’s Customer Service Charter, the DIFC Courts are committed to the highest standards of customer service. To this end, all strategic decisions concerning the Courts are put to public consultation and are advised by a Users’ Committee. The quality of DIFC Courts users’ experience is mandated in stringent internal performance indicators and continuously reviewed by independent satisfaction surveys.

This dedication to customer service: transparency, efficiency and accessible justice drives strong service results for the Courts; for example, over 90% of cases in the Courts’ Small Claims Tribunal are settled within three weeks.

The UAE Customer Service Week STAR Awards programme has been developed by The International Customer Service Institute (TICSI) to reward organisations, government departments and individuals, delivering service excellence across the United Arab Emirates.

Mark Beer, Registrar at the DIFC Courts said: “We are thrilled to be recognised, once again, for our efforts in customer service. We are also very proud of the hard work that Rita and all members of our registry team deliver on a daily basis. Our quest for excellence in customer engagement is ongoing and Court’s users’ satisfaction is under constant review to ensure that we are delivering the efficient, flexible and accessible justice we are becoming known for internationally.”

This year’s award winner, Rita, has been with the Courts since 2008. Rita has played a key role in the development of the e-Registry platform. She is Manager of the Courts’ Register of Legal Practitioners and Secretary of the Courts’ Users’ Committee.