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Top du official to deal with customer complaints

'Trouble tickets' not resolved on time by telco staff will go to COO in new initiative

Du's COO will become involved in unresolved customer issues, the telco says.
Du's COO will become involved in unresolved customer issues, the telco says.

UAE telco du is giving customers the opportunity to take their grievance to the top by opening up access to its chief commercial officer.

The telecom operator, which competes with Etisalat in the UAE, said the move was part of its efforts to improve customer care.

It said in a statement that customers who have not had their "trouble tickets" resolved within du's service-level agreement - 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.

The disputes can be forwarded to the CCO, whether it is related to du's TV, internet or landline services, du added.

Trouble tickets are issued when the customer calls du's Customer Care to first report their problem.

Faraidooni said: "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."

The 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, du said.

There are two ways in which the COO 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. Faraidooni will then personally look into the customer's issue, and will call them with the outcome, du added.