DEWA launches fifth phase of Beyond Customers Expectations programme

As part of Dubai Electricity and Water Authority’s, DEWA, efforts to provide customers with services that exceed their expectations, DEWA launched the fifth phase of its ‘Beyond Customers Expectations programme’, which provides staff with a comprehensive framework focused on the highest quality standards in service provision and customer happiness.

61 employees from DEWA’s Customer Care Centre, 63 employees from DEWA’s Customer Happiness Centres, and 10 employees from DEWA’s Invoice Services department will participate in the programme.

The programme aims to promote happiness through refined customer skills, while instilling a culture of customer happiness among employees, to improve the quality of services provided. The programme focuses on ways to deal with customers both professionally and efficiently, and to effectively provide services in a timely manner, as well as enhance teamwork and communication strategies.

The programme includes an introduction to customer services, enhancing communication skills, identifying customer needs, enhancing interpersonal skills via the internet and telephone, dealing with inappropriate behaviour and angry customers, establishing service quality standards for each department, and providing added-value services. It also includes team building and emotional intelligence, time management, dealing with stress, and monitoring key performance indicators. Once completed, participants will undergo an examination to attain credit for the Certified Business Professional, CBP.

Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA, said, "In adherence with the directives of Vice President and Prime Minister of the UAE and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, that outline the need for all government policies, programmes, and services to contribute to the happiness of the community, DEWA is committed to providing the highest quality services, and adopting the best international practices, to achieve the happiness of the community.''