Bahrain
Kuwait
Oman
Qatar
Saudi Arabia
UAE
Print
Email
Discuss this article (2 Comments)Qtel publishes first ever Customer Charter
by This email address is being protected from spam bots, you need Javascript enabled to view it on Tuesday, 04 August 2009
NEW COMMITMENT: Qtel has published its first ever Customer Charter. (Getty Images)
Qatar telecom operator Qtel has published its first ever Customer Charter in a commitment to improve customer service.
The Charter is a public document that outlines the company's commitments to its customers, and what standards every customer can expect.
The document includes clear commitments in seven key areas, including respect for customers; supporting customers’ right to privacy; providing improvements in customer service; and pledging to support the social development of Qatar.
These commitments were developed after an intensive period of customer research, conducted across Qatar with people from all backgrounds and all walks of life, the company said in a statement.
“Qtel has always tried to listen to our customers...One area of feedback was very clear to us – people wanted to see improvements in the level of customer service,” said Waleed Al Sayed, executive director, Customer Services, Qtel.
“For this reason, Qtel has launched a series of major improvements and enhancements in recent months, to ensure that we deliver the best possible experience for all our customers. To support these efforts, we have launched our Customer Charter, which outlines our commitments to our customers clearly and transparently,” he added.
Qtel’s research initiative also highlighted that customers were not clear about the company’s complaint’s process. The Charter covers the various options customers have to raise a query by phone, e-mail or in person at a Qtel Shop and outlines what the company will do to resolve issues.
“Our Charter will be reviewed and amended regularly, to ensure it continues to reflect the wishes of the people of Qatar, and also that we are delivering world-class standards of service,” he said.
READERS' COMMENTS
Disclaimer: The views expressed here by our readers are not necessarily shared by ArabianBusiness.com or its employees.
You just have to laugh
Posted by Duncan, Doha, Qatar on Monday 10 August 2009 at 16:02 UAE time
QTEL are probably the worst telecom company I have had to deal with in my many years of working abroad in many different countries, they have been in business for some time and only now publish a customer, mmm wonder if that has to do with competition by a new provider (Vodafone) or concern for their customers!
During my lastest dealings I moved home, (around the corner) and had to completre a form to keep the number, then another form to change the lines, after three weeks eventually soemone came line switched on, did not work, after another week line on no international calls, another form, after this what about my adsl connection, yes you guessed it, another form had to be completed, 4 visits to the shop to fill out 4 different forms to transfer the same service, I still dont have international cals as I refused to go back to their offices a 5th time to complete another form! QTEL customer services ha ha ha
Posted by Duncan, Doha, Qatar on Monday 10 August 2009 at 16:02 UAE time
QTEL are probably the worst telecom company I have had to deal with in my many years of working abroad in many different countries, they have been in business for some time and only now publish a customer, mmm wonder if that has to do with competition by a new provider (Vodafone) or concern for their customers!
During my lastest dealings I moved home, (around the corner) and had to completre a form to keep the number, then another form to change the lines, after three weeks eventually soemone came line switched on, did not work, after another week line on no international calls, another form, after this what about my adsl connection, yes you guessed it, another form had to be completed, 4 visits to the shop to fill out 4 different forms to transfer the same service, I still dont have international cals as I refused to go back to their offices a 5th time to complete another form! QTEL customer services ha ha ha
Biggest Joke of the Year : Qtel publishes first ever Customer Charter
Posted by Mohammed, Doha, Qatar on Tuesday 4 August 2009 at 08:53 UAE time
Qtel has always tried to listen to our customers, This is the biggest lie of the telecom company especially expats are never been respected nor grievances accepted. Billing are at its will as well the charges are sky rocketing which is highest in the GCC.
Posted by Mohammed, Doha, Qatar on Tuesday 4 August 2009 at 08:53 UAE time
Qtel has always tried to listen to our customers, This is the biggest lie of the telecom company especially expats are never been respected nor grievances accepted. Billing are at its will as well the charges are sky rocketing which is highest in the GCC.
Click here to post a comment
MORE FROM ARABIANBUSINESS.COM
TOP IN MIDDLE EAST TECHNOLOGY
TOP MIDDLE EAST BUSINESS STORIES
ALSO IN MIDDLE EAST TECHNOLOGY
LATEST MIDDLE EAST BUSINESS NEWS
- Energy: Nuke power is good investment op for GCC - LSE
- Culture & Society: Scientists spot rare wild cat in Fujairah wadi - report
- Culture & Society: Jeddah needs $800m for proper drainage - official
- Energy: US crude falls below $74 on Dubai debt fears
- Financial Markets: Asian, European markets plunge on Dubai debt doubts
SHARE PRICE CHECK
RELATED STORIES
Qatar Telecom
| 191 stories- Qtel set to sign deal to allow ATM bill payments
18 Nov '09 | News - Web TV: Now or never
12 Nov '09 | Comment - Steady operator
13 Oct '09 | Interviews
Mobile
