Nawras family members with first Oman Customer Service Excellence Award - Telecom sector
Nawras, Oman’s customer friendly communications provider, is delighted to be the winner of the Oman Customer Service Excellence Award 2012, in the telecom sector, as announced at the first Oman Customer Care Conference, held recently in Muscat. Customer Care Department Head, Sabra Al Alawi, received the award on behalf of the whole Nawras family.
While evaluating the award entries in this hotly contested category, the judges looked at five specific areas: research and development, innovation and improvement, customer satisfaction, people development and the organisation’s philosophy.
Nawras Chief Executive Officer, Ross Cormack, received the great news while attending the GSMA mobile world congress in Barcelona. He said, “We are all thrilled and excited to receive this prestigious award, for several reasons. First and foremost, we are happy for our customers who can be confident that this accolade will serve to make everyone in the Nawras family even more energised to work even harder to continue to provide pleasingly different service that delights our valued customers every day.
“Secondly, we are honoured to have received this award at the very first Customer Care Conference to be held in Oman. If we can help to encourage others to pursue great customer service too, it will benefit everyone in Oman as well as the increasing number of visitors discovering this beautiful country.
“Finally I would like to thank the judges and applaud OITE, the organisers of this inaugural event, for raising the standard of customer care In Oman and helping to show how important it is to focus on customers and live the customer experience.”
The Oman Customer Service Excellence awards were introduced to highlight organisations that have consistently exceeded customer expectation and set new standards in delivering customer service. They are also recognising improvement of services through innovations and best practices as well as customers being put in the centre of the winning organisations.
As part of its award winning entry, Nawras included the Nielsen Survey produced in November 2011 which recorded 92% of Nawras mobile customers being either extremely satisfied or satisfied with their Nawras service. Nawras also highlighted that it is the only telecommunications company in Oman to offer customers a rewarding loyalty programme, in which all customers can earn points every time they recharge or pay a bill and exchange their points for free SMS or calling minutes.
Presenting at the conference on ‘Building an Effective and Innovative Customer Experience’, Suleiman Al-Mugheiry, Nawras Department Head, Contact Centre, spoke about the core values of the company – caring, excellent and pleasingly different – showing how these values permeate every aspect of the way Nawras operates and looks after its valued customers.
Every member of the Nawras family continues to ‘live the customer experience’ and is dedicated to pursuing the company’s vision ‘to enrich the lives of people in Oman through better communication services’.
In less than seven years, Nawras has won more than 40 awards including Customer Service Provider of the Year Middle East & Africa for two years running, Middle East Call Centre of the Year and the Judges Award ‘Above and Beyond the Call of Duty’. Last year alone, Nawras won Organizational Expansion of the Year, Innovation in HR Strategy and a Strategic Leadership Award, amongst a total of 12 awards received in 2011.