As a measure of resilience of new business, UBF has concentrated its effort towards refining customer experience in order to maintain and expand the banks’ client bases. UBF Retail Banking Committee, in collaboration with a leading consultant, outlined a new framework to structure customer interactions and thereby improve the quality of customer experience throughout the UAE. In addition, the committee will actively encourage member banks to adopt this new framework.
The framework was initiated in 2016 and aims to manage and reduce negative customer experiences by increasing the degree of transparency and efficiency in customer service. The new structure has been designed in order to identify effective and streamlined procedures to achieve an ideal “complaint lifecycle” at banks. The effective implementation of the framework will improve the experience of customers posed with a problem — right from the inception of their complaint, through the process of notification of the proper authorities, to its resolution.
The framework addresses all departments related to customer accounts across banks. The Federation strongly believes that the framework will establish a more empowered and protected customer environment, resulting in a stronger banking industry that handles complaints efficiently, professionally and respectfully.