Dubai Bank, a subsidiary of the Emirates NBD Group, announced that it has won the Customer 360ME awards for “Best Online Experience” and “Best Customer Impressions and Interactions”, during the Customer Experience and Service Excellence Summit 2012. The awards were created to reward best practices in customer experience and service excellence across the Middle East.
Dubai Bank received the award in the “Best Customer Impressions and Interactions” category for the performance of its Customer Services Department during 2011. Enhancing customer experience has been a key focus area for the bank over the past 12 months, which has included the development of a unique state of the art technology designed for the daily monitoring of customer satisfaction levels. Another initiative launched over the past year was the “Beyond Excellence” programme. Here the bank has sought to deliver outstanding service across all of its operations, with aspects of the programme including customer service training for all employees across the bank’s entire operations, and weekly calls from the bank’s senior management to customers to measure sentiment levels.
“Although customer service excellence has always been a key area of focus for Dubai Bank, the past year has seen the organization significantly augment its activities for the enhancement of all the services it delivers,” said Faisal Aqil, General Manager Retail Banking, Emirates Islamic Bank and Dubai Bank. “As part of this effort, Dubai Bank has managed to step beyond a traditional approach to customer service via the creation of its ‘Beyond Excellence’ initiative, which has been designed to deliver one of the most comprehensive customer service programmes in the UAE banking industry today.”
Aqil added “Both of these awards are the culmination of nearly two years of hard work and dedication in the field of customer service and online experience. We put the customer at the heart of our interactions, and the result of that effort is the success we see today.”