Majed Al Mesmar: ‘The happiness of TRA's customers is an inclusive culture that we dedicate ourselves to achieve it'

UAE, April 29, 2016 - The Telecommunications Regulatory Authority (TRA) has successfully concluded its First Customers Forum at the InterContinental Hotel – Dubai Festival City. The forum was aimed towards highlighting the achievements and successes gained by the TRA and its stakeholders, particularly in the efforts of making customers happy. The event was attended by a number of partners from both the governmental and private sector.

In his speech at the opening ceremony, His Excellency Majed Sultan Al Mesmar, Deputy Director General of Telecommunication sector at TRA, thanked the stakeholders for their presence and participation in the event. “The UAE government in general and the TRA in particular are well positioned to provide the country with world-class services and we have to be ready to make every effort in order to achieve this goal in the coming period. Our objectives can be attained if we continue to pursue our efforts in making customer service an essential part of our culture - promoting its practice in our behavior and professional relations,” said Al Mesmar.

Al Mesmar further added: “Let’s look forward to 2021 and beyond, where we can be proud in achieving our objectives of positioning the UAE among international indexes, particularly the Smart eServices Index and Network Readiness Index.”

During the forum, representatives from ‘Comarch’ delivered a presentation on the use of communication data analysis to enhance the customer experience. Also presented were, strategies and adopted procedures that focus on creating a positive customer experience as well as using integrated tools in the analysis of data to address the needs and requirements of customers.

Nasser Al Abdouli, Director of Services Center Support at the Emirates Identity Authority, discussed the Authority’s experiences gained from its Customer Happiness Centers and the challenges and successes that it has achieved. He also spoke about the support provided by the UAE’s wise leadership and the concerned departments, aside from the presence of highly qualified personnel and professional work teams. He also discussed the continuous follow up of business process as well as developing services for EIDA.

For his part, Mohammed Thomson, Strategy and Customer Service Consultant from the Government of Qatar, gave a talk on customer service management at a strategic level, which covered the way of building and protecting corporate reputation and the journey towards service excellence, which begins from the strategic level to tactical level and leads all the way towards linking the strategy of customer service with the national strategy.

Lastly, Hana Al Balooshi from the Dubai Electricity and Water Authority, discussed best practices at DEWA’s Customer Happiness Centers, which were created based on a strategy aimed at achieving the happiness and satisfaction of customers, maintaining sustainability in providing services and elevating the quality of services by training employees and engaging them in decision making process to raise their awareness and enhance their sense of responsibility.

At the end of the forum, the TRA honored all participating stakeholders, stressing on the continuity of excellence and raising the standards on the quality of work being rendered in order to achieve customer happiness and the happiness of the society.

It is worth mentioning that the TRA’s Customers Happiness Week will run until May 4th, where TRA will be launching two platforms; first platform on April 29th and 30th at the "City Centre Mirdif"; and the second on May 3rd and 4th at "Marina Mall Abu Dhabi", to communicate with the customers and to unveil the latest developments and services, as well as recognizing the outstanding customers and employees of TRA.