Putting customers’ first and improving their Batelco experience is the driving force behind the new initiative which is being implemented by the Access Network, Delivery and Assurance teams at Batelco’s Hamala Headquarters.
As part of the Customer Experience Programme customers are selected at random and contacted either by phone or email, with the aim of gaining valuable feedback regarding their Batelco experiences and identifying any issues they may have encountered with their telecoms services.
“Based on the interaction with our customers we gain valuable input which is used when reviewing our offerings and processes,”
said Senior Manager Access Network, Mohammed Al Mukhtar, who is leading the programme.
A key aspect of the programme are workshops, providing the opportunity for customers to meet Batelco fixed and broadband product owners, service delivery and assurance representatives and operational support personnel. Seven invited residential customers attended the first workshop which was held recently at Batelco Training Centre.
Mr. Al Mukhtar said, “The feedback from these customers was very positive. They really appreciated Batelco’s initiative to invite them to this unique forum to share their experiences.”
“We were very pleased to hear their suggestions and constructive feedback which will enable us to enhance our services,” added Mr. Al Mukhtar.
Based on the success of the first workshop, it is planned to hold two more before the end of the year.
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