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du – from Emirates Integrated Telecommunications Company (EITC), recently won the Service Hero award under Mobile Operators category, the region's consumer powered customer satisfaction index, at the 2017 Customer Service Assessment Awards Ceremony, which was held in Kuwait.
During the ceremony, top performing companies across the UAE and Kuwait were honoured for their excellent performance in the area of Customer Service, also hosted a notable panel discussion.
Fahad AlHassawi, Deputy Chief Executive Officer, Telco Services, Emirates Integrated Telecommunications Company (EITC), said: "Service standards are increasingly becoming the key to attract and retain customers and these award wins underscore our commitment to this cause. Thanks to customers' continued support and endorsement, this is the second consecutive year for us to win the Service Hero award. We regard this as a testament to our continuing efforts in maintaining service excellence - which includes maintaining a robust customer satisfaction measurement mechanism."
The discussion unveiled key elements that prove to be essential contributors to the success of companies. These aspects include leadership, company resources, processes and procedures, as well as measuring metrics and rewards.
The session allowed the representatives of Kuwait and UAE based companies to share experiences and best practices that directly result in delivering service excellence. Raffealla Bianchi, Head of Customer Experience du, from (EITC) participated in the panel discussion sharing valuable insights about the UAE market.
A total of 15 industry categories were rated in the 2017 Customer Service Assessment ranging from cafés and casual dining, to Banks, mobile operators and private hospitals. Each industry category was measured based on eight service dimensions: reliability, speed, product quality, staff quality, value for money, location, call center and website quality.
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