Dubai Electricity and Water Authority (DEWA) received at its Sustainable Building in Al Quoz, a delegation from the Federal Electricity and Water Authority (FEWA). The visit aimed to gain insights on best international practices adopted by DEWA in the field of customer relations, particularly at the call centre.
Omar Bin Sahoo, Senior Manager of Customer Care Centre, Abdulaziz Abdulkuddous, Deputy Manager of Customer Care Centre, and senior executives received FEWA delegation which included Raweya Ahmed, Customer Care Manager, Maha Meshaal, Manager of Revenue, and a number of senior executives.
Omar Bin Sahoo delivered a presentation on DEWA’s expertise in implementing best practices in customer service. He also provided an overview on the call centre’s operations, objectives, results, and implemented criteria, which ensure providing services to the highest international quality standards.
DEWA officials provided an onsite tour for the delegation at the call centre and detailed presentations on how it receives and manages calls and emails to respond to callers’ requests and take the appropriate measures as soon as possible to meet their expectations and achieve their satisfaction as they are the most important segment of DEWA’s customers.
The delegation thanked DEWA officials for providing an overview of its plans and projects, especially in the area of customer service.