Hisham Hammoud, Chief Operating Officer and Head of Retail Banking Group
Dubai Bank announced today that it has won two awards at the 6th Annual Stevie Awards for Sales & Customer Service. The bank received Bronze awards in the “Customer Service Department of the Year” and “Contact Centre of the Year” categories.
The awards were presented by the Stevie® Awards, which organises several of the world’s leading business awards shows including the prestigious International Business Awards. Winners were determined based on the votes of more than 100 expert judges.
Dubai Bank was recognised in the “Customer Service Department of the Year” category for the performance of its Customer Experience & Quality Team and the successful implementation of its “Beyond Excellence” programme. The programme is a multi-tiered approach to delivering outstanding customer service across all elements of the bank’s operations. Elements of the programme include a service guarantee promise that a range of products and services be delivered within an aggressive timeframe to ensure the bank can boast the quickest turnaround times in the market. It also includes training for all employees in the art of customer service, including those who are not typically customer-facing; weekly calls from the bank’s senior management to customers to gauge satisfaction levels and a one-of-a-kind mechanism for the daily monitoring of customer satisfaction levels against typical journeys experienced by customers. This unique, state-of-the-art mechanism involves the daily measure of customers’ contentment after their interaction with Dubai Bank. These scores are monitored on a daily basis to develop proactive solutions to further enhance customer experience.
Dubai Bank received a Bronze Stevie in the “Contact Centre of the Year” category for its efforts to build on the call centre model and create a “Customer Experience Centre.” In the last year, the bank added a wide range of new capabilities to the centre, which handles an average of 1,500 calls each day, such as concierge services, Covered Card Balance Transfer, Cash on Call, Easy Purchase Plans, and supplementary Card and e-card application facilities. The bank also launched a dedicated line and exclusive services for its Royal Banking Customers, using enhanced CRM applications such as third party transfers, utility payments and Mobile Teller Service, giving customers access to their cash 24x7 in any location in the UAE.
“Customer service excellence has been a central pillar of Dubai Bank’s philosophy for many years and serves as a key differentiator from our many competitors in the UAE,” said Hisham Hammoud, Chief Operating Officer and Head of Retail Banking Group. “Two years ago, we set ourselves the challenge of rethinking the traditional approach to customer service. Our answer was ‘Beyond Excellence,’ which delivers the most comprehensive customer service programme in the UAE banking industry today.”
“I congratulate everyone within Dubai Bank, especially those teams who are constantly working on developing and enhancing its customer experience, on these richly deserved awards,” said Waleed Saeed AlAwadi, Deputy Chief Marketing Officer and Head of Branches and Royal Banking. “Through investment in world class training programmes, state-of-the-art infrastructure and strategic unique initiatives such as the daily customer satisfaction program, customer service excellence has permeated all levels of Dubai Bank, from the grassroots level to the senior management team, ensuring the bank is uniquely placed to respond to the needs of its valued customers.”