Showtime promises customers Tamam service

Showtime has introduced a pan-regional customer service guarantee called Tamam that promises its customers a refund of their subscription payment for any month in which a billing dispute goes unresolved.

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By  Vijaya Cherian Published  October 8, 2003

Showtime has introduced a pan-regional customer service guarantee called Tamam that promises its customers a refund of their subscription payment for any month in which a billing dispute goes unresolved. Tamam is aimed at giving Showtime's subscribers complete confidence in the network, while also further improving its own service standards.

"Keeping customers happy is of paramount importance to us, that's why we have launched Tamam, says Steve MacDiarmid, regional operations and customer management director at Showtime. "This pledge is backed by our investment in customer service infrastructure and the recruitment and training of Arab nationals to deliver a level of service not seen before in the Middle East," he adds.

In addition to the no quibble refund, the Tamam charter also includes other customer service commitments such as customer contact within one working day of receiving a signed Showtime contract and payment to install the satellite dish and decoder, and a personal call from Showtime within three days of installation to ensure that the service is fully operational.

"Tamam clearly sets out the minimum standards our customer service teams must meet. This also includes service standards to be met by fully trained contact centre staff in terms of resolving technical issues, including home visits by fully trained service technicians, and specific targets to answer telephone calls within 20 seconds.
I am confident that these targets will be surpassed and I am sure that the complete package provides our customers with a level of trust and confidence not enjoyed before on a pan-regional basis," adds MacDiarmid.

With contact centres located in the Kingdom of Saudi Arabia, the United Arab Emirates, Egypt, Kuwait and Jordan, and more than 40 retail outlets located at shopping malls across the region, Showtime has local points of contact for its subscribers.

"If any customer feels that any of our regional customer management centres have not met the 'Tamam!' guarantee standards, they will be provided with the direct contact details of customer management headquarters in Dubai," assures MacDiarmid.

Showtime's initiative will hopefully encourage other cable television operators in the region to do the same as this is a longstanding issue that subscribers have had with operators, some of who abuse credit card information and make automated charges for unused services.

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