Dubai – MENA Herald: Several Telecommunications Regulatory Authority’s (TRA) executives have made eight field visits to its customers’ centers since the launching of the ‘Hathreen’ initiative in October 2015. The initiative aims to promote direct communication with customers, establish proper ways to receive and welcome visitors, identify the best methods to deliver services to ensure quality and satisfaction, and register customer suggestions to anticipate future requirements. The center has so far received 72 feedback and recommendations regarding customer interactions and offered services.
H.E. Saeed Al Suwaidi, Deputy Director General – Support Services, TRA, Saif bin Ghalaita, TRA Director of Technology Development Department, and Mohamed Al Zarooni, TRA Director Policy and Programs Department, have been actively participating in “Hathreen” initiative in line with the ongoing efforts to automate procedures and systems in the entire UAE. This is also aligned with the TRA’s goal of providing all its administrative services according to the highest quality, efficiency, and transparency standards to further enhance customer experience, ensure happiness and satisfaction, and establish direct customer communication.
H.E. Al Suwaidi said: “Our Customer Happiness Center is the first step to make our customers happy on one hand and improve the welfare of society on the other hand. The happiness of our customers pushes us to consistently do our best. We will further reinforce our efforts to foster a culture of excellence and innovation within our organization and develop our services based on best practices and latest methods.”
He added: “Today, I am pleased to visit our Customer Happiness Center to know more about the challenges facing our customers and their aspirations as well as provide them with confidence in our offered services and solutions. TRA places a special importance on our customers as we strive to meet their needs. Through the ‘Hathreen’ initiative, we seek to open new direct channels of communication with our customers to study and find innovative ways to improve our services. We are driven by our tireless endeavors to achieve excellence in providing our services.”
TRA’s Customer Happiness Center successfully conducted a total of 3,000 transactions during the first quarter of 2016. The center also significantly reduced the waiting time through its One-Stop Shop application as well as quickly and efficiently addressed complaints through Customer Relations Management (CRM) system.
Additionally, the TRA consistently raises awareness and exchanges experiences with employees of its Customer Happiness Center to boost their confidence and highlight their role as front-liners as well as take their suggestions and observations to implement continuous development, achieve excellence, ensure access to distinct government services, and ensure customer satisfaction and happiness.