Doha Bank Reaffirms Commitment to Excellence in Customer Service - TAWASOL

His Excellency, Sheikh Fahad Bin Mohd. Bin Jabor Al Thani, Chairman Doha Bank and His Excellency Sheikh Abdul Rehman Bin Mohammad Bin Jabor Al-Thani, Managing Director Doha Bank inaugurated the state-of-the-art Tawasol – Customer Care Center at the DBAC premises located on the C-Ring Road on the 14th January 2010 in the presence of other Doha Bank Board Members, government dignitaries, officials from Qatar Central Bank, Doha Bank Executive Management team and other senior officials from Doha Bank.

H.E. Sheikh Fahad said “At Doha Bank, we believe in providing the best of services to our customers. We provide customers with easy access to information, products and services, as well as the means to get their requests, queries and complaints addressed with a focus towards faster turnaround on service time. In this regard Doha Bank’s Tawasol - Customer Care Center has been set-up to be the standard representing a new phase in best-in-class Customer Service in the Qatar market. The new Tawasol Center will focus on greatly improving customer satisfaction thus deepening customer loyalty and thereby enhancing the overall image of Doha Bank in this highly competitive market space”.

H.E. Sheikh Abdul Rehman said “The objectives for establishing Tawasol – Customer Care Center are extensive. They include Tawasol acting as the one-stop customer interface to advise them on all financial matters including addressing all type of enquiries and complaints, insuring both standardization and improvement of retail service quality being provided throughout the Doha Bank network, ensuring faster turn-around-time in resolving all retail enquiries and more importantly, Tawasol will act as a differentiator and take the prime-mover advantage enabling us to work continuously in providing & enhancing quality service to our retail customers. The ground breaking concept of Tawasol – Customer Care Center is yet another pioneering effort by Doha Bank to provide the best products and services to our customers”.

Mr. R. Seetharaman, Chief Executive Officer said “In the last 7 years with the foresightedness of this visionary Board, it is been the endeavor of Doha Bank to introduce innovative trend-setting products and services in this market space. Our strategy of is to maximize convenience & flexibility to our customers through leveraging high-end technology solutions has brought tangible benefits to our customers in terms of cost & time savings resulting in industry-recognized prestigious awards continuously being conferred on us. In continuation of this exemplary tradition, we in Doha Bank recognized the need for one-stop customer interface to further enhance our customer services that lead to the creation and the set-up of Tawasol – Customer Care Center. We are committed to meeting & exceeding customer expectations, and maintaining our leadership in terms of performance, innovation, security and quality with the introduction of this unique concept Tawasol – Customer Care Center”.

Mr. Louis A Scotto, Head Retail Banking Group said “Doha Bank Retail Banking Group is committed to providing the highest standards of customer service and continues to deploy the bank’s best resources in this regard. This concept of Tawasol – Customer Care Center is just one of many initiatives Doha Bank Retail Banking Group will be unveiling in the coming days to continuously enhance the customer service levels and providing rich experience to our retail customers. Further, we have designed Tawasol – Customer Care Center with both highly-qualified & trained bi-lingual service advisor team supported by state of the art technology. Tawasol is our unique way of staying in touch with our valued customers. This team of Tawasol advisors will work with our customers on a one-on-one basis to effectively understand their financial needs and goals. The Tawasol advisors will also ensure our retail customer are well-informed on our banking products and services, and will share our knowledge to make the customer experience a meaningful and enjoyable one.”

Welcoming this step, Mr. Hamad Abdel-Rahman Mannai, head of consumer banking services at Qatar Central Bank said: “we would like to congratulate Doha Bank on this positive and leading step towards customer excellence that aims at providing customers with clarity and enhancing their overall satisfaction. We always welcome and support such initiatives that ends up in much better results to customers by establishing a dedicated center that allows them to address their matters in a clear and easy manner”.

Doha Bank customers are encouraged to visit the Tawasol – Customer Care Center webpage link on the Doha Bank website (www.dohabank.com.qa) and input their queries, suggestions and complaints on the e-form available on the “Register your Query/Complaint” link. The Tawasol – Customer Care Center webpage contents are available both in Arabic & English language.

Mr. R. Seetharaman in his concluding remarks said “At Doha Bank, customer service and satisfaction are the core values of our strategic plan and with the creation of Tawasol – Customer Care Center; we have demonstrated our continuous efforts to harness innovative ideas, leading edge technology to deliver high-end service quality to deliver maximum convenience to our valued customers”.