Ethos Consultancy

Ethos Consultancy, one of Dubai’s Top 25 SMEs and the region’s leading customer service solutions provider, recently launched HOME of SERVICE, the world’s first business social collaboration and knowledge-based portal dedicated to the growing service industry.

“HOME of SERVICE is a unique home-grown online tool and the world’s first business social networking solution providing members with content and collaboration on all things related to customer service,” according Robert M Keay, founder of Home of Service and managing director of Ethos Consultancy.

HOME of SERVICE is the single biggest repository of customer service-related information carrying the latest news, business trends, statistics, case studies, best practices, recommended readings, blogs, and opinion articles from experts and learners around the world.

“Our objective is to sift through the enormous resources on the internet and make them useful to our everyday lives,” he added.

“We also want to complement business strategies with existing social media activities to create a holistic experience that will positively impact individual and business performance.” he added.

Powered by an internet platform called ZAHSO, HOME of SERVICE is supported by regional and international organizations in UK, Singapore, Australia, New Zealand, USA, India, Canada, and the Middle East with proven track record in the service industry.

Keay noted that HOME of SERVICE promotes collaboration and knowledge sharing among its members by hosting relevant forums and communities created around their areas of interests.

Membership to HOME of SERVICE is free and there are no upgrade charges for members.

Members can learn and collaborate with leading global customer service experts; know and adopt their best practices; share their knowledge and experience; and have an engaging discussion on customer behaviour.

“HOME of SERVICE also provides a comprehensive and well-rounded support for job-seekers and those looking to improve their skills and qualifications. People looking for jobs can upload their CVs and get basic information on potential employers while those who are already employed can look for applicable online trainings, assessments, and certifications to advance their careers,” Keay added.

Ethos Consultancy founder and managing director Robert Keay praised UAE Exchange for being the first remittance brand in the Middle East to be certified against the international benchmark TISSE2012 (The International Standard for Service Excellence).

Speaking during the certification ceremony held on 7th February at the UAE Exchange country headquarters in Dubai, Keay said: “One of the benefits of this achievement is that it gives UAE Exchange the ability to have a strong foundation on customer service which will benefit them as an organisation and move them forward to further success.”

Keay added that the TISSE2012 standard is difficult to implement. “It is unlike other certifications where an organisation will either pass or fail; but it provides specific evaluations based on the 5P’s Service Quality Model such as policies, products, premises, processes, and people.”

UAE Exchange received a score of 85.4% based on seven category points: Policies, Premises, Products/Services, Processes, People, Measurement of Performance and Measurement Results. It scored highest in Products/Services with 92.5%.

Ethos Consultancy, the leading customer service measurement and training firm in the Middle East, provided the consultancy services to UAE Exchange to attain the TISSE2012 international benchmark for service excellence.

The assessment was conducted in December last year by the British Standards Institution (BSI) – Middle East and Africa, the third party certification regional certification partner of TICSI.

UAE Exchange Country Head Varghese Mathew said: “Excellence is a journey. The recognition we received is a milestone. This will make a lot of difference on how we deliver our services which will ultimately benefit our customers.”

He added: “we have always exhibited the penchant for quality in delivering our products and services to the our customers. This helped us evolved from a one shop in 1980 to over 660 offices across 30 countries.”

“We thank the prestigious TICSI body for recognising and appreciating our efforts. Such recognitions motivate us to achieve more.”

Robert Keay, founder and managing director of Ethos Consultancy, shared his insights on business success at the ‘Stars of Business Power Lunch’ organised by SME Advisor Middle East at Habtoor Grand Beach Resort on 16 January.

Speaking to around 120 business owners, market leaders, innovators and captains of the industry, Keay talked about his initial struggles and how he steered Ethos Consultancy to become the leader in delivering excellence in customer service solutions across the Middle East.

Continue reading

The SME Advisor Stars of Business Awards are back in 2012 to encourage regional businesses and best practice. Held this year at the luxurious Yas Viceroy in Abu Dhabi, the Stars of Business Awards & Summit attracted around 500 attendees.

The Summit kicked started the event on the 5^th of December with ADCB’s Senior Vice president, Nilanjan Ray, delivering the welcome speech. From there on the summit featured keynote speakers from in and around the region, providing audiences with case studies and insights into Business efficiency and sustainability for SME’s in the region.

Continue reading

Held in early October 2012 by Ethos Consultancy, the 3^rd annual Customer Service Week celebrated the importance of customer service and stimulated discussion on service quality issues; featuring prominent speakers from organizations of different sectors. One of the most prominent factors at this year’s Customer Service Week is the STAR Awards. The STAR Awards, an awards program, was held in conjunction with the Customer Service Week where the award winners were announced on the first day of the conference.

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

Continue reading