Sewa complaints to be resolved ‘within 24 hours’
New Customer Experience Unit, launched ahead of Sewa Customer Service Week, will focus on “seeing through the customer’s eyes”
Sharjah: Complaints related to Sharjah Electricity and Water Authority (Sewa) will be resolved within 24 hours through a new Customer Experience Unit (CX Unit), Sewa announced.
Complaints (or queries and feedback) can be sent to customer.engagement@sewa.gov.ae. CX Unit has been launched ahead of the Sewa Customer Service Week (CSW) which runs Monday through Thursday.
CX Unit focuses on creating “a real time journey with the customers” and “resolving their pain points by seeing through customer’s eyes”, Sewa said. It will also use the new unit to utilise the “voice of customers to drive real-time improvement” in its operations and in responding to complaints.
During CSW, all Sewa “customer happiness [service] centres” will give away gifts to customers. There will also be an evening awards night to appreciate and recognise Sewa customer service professionals.
CSW comes in line with National Customer Service Week. Sewa’s CSE theme is ‘Exceeding Expectations! Every Customer, Every Time!’
Dr Rashid Alleem, Sewa’s chairman, said: “Everything Sewa does needs to make sense of how to retain customers by meeting their needs, so we put customer as a fundamental element of our mission and ensure that all our activities and resources are synchronised and integrated around our customer’s current and future needs, wants and expectations.”
He added: “The event [CSW] serves a dual purpose: Boost-up customer experience and motivate our employees, since they are the reason behind every customer’s happiness. I would like to extend a special note of gratitude to our employees who consistently ensure the reliable services and products.”