du customers now have direct escalation channel to Chief Commercial Officer
Source: BI-ME , Author: Posted by BI-ME staff
Posted: Thu May 24, 2012 5:17 pm

UAE. Since launch, du has listened to its customers in order to best meet their needs by providing a quality service that meets their expectations. In a step to become even closer to its customers, du has taken its customer care to the next level by opening a direct channel of escalation to its Chief Commercial Officer (CCO), Farid Faraidooni.

Home customers who have not had their trouble tickets resolved within du’s service-level agreement (SLA) – which is 48 hours for non-billing issues and seven days for billing-related issues – can share their issues directly with Farid Faraidooni, to receive his personal attention.

Any billing or non-billing issue with a trouble ticket that has not been resolved within the SLA period can be forwarded to the CCO, whether it is related to du’s TV, internet or landline services. Trouble tickets are issued when the customer calls du’s Customer Care to first report their problem.

“I am very excited to have opened this new channel of communication, as I have a personal interest in looking after the issues that our customers may face. We are making every effort to continuously improve our customer care services, and it is my intention to dedicate my time to ensuring that any issue not resolved within a timely manner will be dealt with in the quickest, most satisfying way for our customers,” said Farid Faraidooni, Chief Commercial Officer, du.

This new channel is open exclusively to home customers with trouble tickets that have not been resolved within the SLA period. The service will be extended to other segments in due course taking into consideration the feedback received.

There are two ways in which Farid can be contacted. Customers can email their issues to FaridF@du.ae, or by SMS to 1515 from their du mobile. In both the options, the Trouble Ticket number needs to be indicated along with a summary of the issue. Farid will then personally look into the customer’s issue, and will call them with the outcome.

This elevated level of customer service is an affirmation of du’s dedication to constantly improving its customer experience, as it continues to add life to life in the most surprising ways.


About du
du, the integrated telecom service provider in the UAE, launched mobile telecommunication services in February 2007 across the UAE, in addition to internet and pay TV services that du provides in some of the free zones of Dubai. Call Select, du's nationwide fixed line services for voice telephony, was launched in July 2007. By the end of 3rd quarter of 2011, over 4,937,900people in the UAE had chosen to become du mobile customers.
 Among du’s many firsts is its historic Number Booking Campaign for both individuals and business, Pay by the Second billing system, Mobile TV, Mobile Payments, first of its kind ‘WoW’ recharge card (which offers customers the choice between ‘more credit’, ‘more time’ and now the ‘more international’ recharge option with additional credit on international calls) and Self Care.

For business customers, du business offers include Closed Business User Group and preferred International Destinations. du Broadcast Services division brings scalable media technology platforms and telecommunication solutions to the broadcast community through its world-class teleport (Samacom) and Master Control Room (MCR) facilities.
du products and services for consumers and business are available through du’s retail network, currently numbering 44 du shops located in strategic locations across the UAE, including the recently opened flagship store located in the heart of Abu Dhabi. In addition, customers can access du products and services at more than 3000 authorised dealers or through the du e-shop, accessible at http://shop.du.aedu shops are a one-stop-shop for mobile service, carrier select and the payment of service bills.
du is 39.5 per cent owned by the UAE Federal Government, 19.75 per cent by Mubadala Development Company, 19.5 per cent by Emirates Communications & Technology Company LLC and the remaining stake by public shareholders. It is listed on the Dubai Financial Market (DFM) and trades under the name du.



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