Welcome to UAE Exchange Customer Service Charter Dear Customer, We are strongly committed to provide our customers a consistent and comfortable experience, when you get in touch with us. At UAE Exchange, we continuously work towards providing the experience that matches the quality of our products and meets the expectations of our customers. To help us improve our service further, we have carried out extensive research to determine the factors that are important to the customers ( you, your or yours ) and based on the findings we have developed this Customer Service Charter. We have developed this Customer Service Charter ( Charter ) to indicate what customers can expect in their dealings with us. Through this Customer Service Charter we aim to share our passion and commitment to provide consistent and comfortable customer experience and also sets out how we propose to meet our obligations. We are committed to take timely action to the feedback received and ensure continuous improvement. Please help us by providing your valuable opinion, inputs on the charter by reaching us at www.uaeexchange.com Mr. Varghese Mathew Country Head UAE 1
OUR KEY COMMITMENTS TOWARDS SERVICE GUARANTEE: To fulfill our service guarantee, we are committed to develop and maintain an open and accountable culture that is fair and reasonable in dealing with our customers. We will provide you with a quality service by: having well-trained and courteous staff ; staff to act fairly and reasonably towards our customers in a consistent and ethical manner; provide accessible and convenient service at all our branches, as well as online, as per the location/country; identifying ourselves, when we speak to you; listening, identifying and understanding your needs and acting courteously and responsively; giving you clear, accurate, timely and relevant information that addresses your needs/ queries; by providing you with proper explanation and help you understand the financial benefits, risks and product profiles of products and services that you are interested in; being clear and helpful in our dealings with you; giving reasons for arriving at the decisions; ensuring utmost care and diligence while handling your personal information; acknowledging every e-mail within 48 (forty eight) working hours from the time of receipt and commit an appropriate timeframe within which you will receive a response; acknowledging emails will contain details of name, job title and contact phone numbers in the signature panel wherever possible. We also commit to clear our email boxes quickly and consistently; working on delivering services and providing information through various channels at the times that suit you, as much as possible; welcoming your feedback, suggestions and impressions about our services through several channels, and giving you the opportunity to participate in the development of our services; OUR SERVICE GUARANTEE: We aim to provide efficient and effective customer service at all times. The table mentioned hereinbelow showcase the service principles we abide by, service standards we follow for our interaction with our customers and the processing and/or response time. We aim to process all our cases within these service standards. However, the service standards are indicative only. There could be individual cases which may be decided in longer or shorter periods than the service standard, depending on a range of factors, individual circumstances and the complexity of each case. 2
Service principles We will be accessible and will respond promptly We will be courteous, professional and helpful. Measures of Effectiveness Telephone Service Standards Branches Service Standards Email, Website, SMS Ensure accessibility of telephone services during business hours and voicemail call back service after business hours. Ensure that working hours of our branches are convenient to the local customers. Ensure that the customer contact e-mail IDs, SMS codes and website addresses are given proper visibility; and Ensure that adequate resources are in place to respond to customers contacting through this channels. To respond to your calls within 15 (fifteen) seconds. To serve you within ten minutes of your arrival at the counter. To acknowledge customer enquires received through e-mail, website and SMS within 5 (five) working hours of receipt of the query and provide you with the timelines for our complete response. Ensure proper management of telephone calls and divert queued calls to our call centers for resolution within 2 (two) minutes. Ensure that our counters are well managed and we will have adequate number of resources in person to serve the customers. Ensure that these channels are managed well and proper process followed for responding to customers of each of the channels. We will use out-of-office e-mail messages, when we are away. We will be accessible by telephone during business hours. Our recorded messages will be current and give appropriate contact details during our absence. We will respond to our telephone messages within one (1) working day. Ensure that during holidays our working hours are notified in the branches well in advance and any change in timings are publicized, by giving prior intimation to the customers. Ensure that we are contactable through e-mail, website, SMS during the business hours. The queries posted after office hours are responded in the first business hour of the following day. When we call you, we will provide you with our name and work area and tell you the reason why we are calling. When answering the telephone, the attendants will identify themselves. We will be personable. We will wear our name badges and identify ourselves. We will acknowledge your queries, identify ourselves at all times and provide contact details in our written correspondences. 3
Our staff will sound friendly and polite. Wherever required, the team will ensure that the team member with the required language skill is handling the customers to make the conversation clear, precise and covering adequate information and the whole exercise is comfortable for the customers. Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. Ensure staff has appropriate levels of technical and professional competence in their field of expertise. Our staff will be very courteous and friendly while dealing with the customers in person. Wherever possible they will try to communicate in the language in which the customer can easily understand. Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. Ensure staff is trained to attain the appropriate levels of technical and professional competence in their field of expertise. The language used in the communication, either written or oral, will be simple and polite. Ensure that the staff is well trained on our products and services so that they can suggest the best solution based on the customer needs. Our staff will offer correct and complete resolution with clarity to meet customers needs. Our staff will offer correct and complete resolution with clarity to meet customers needs. The staff will not make promises they cannot keep or achieve. We will be accurate and helpful with timely responses that are relevant to customer needs. Ensure that all general queries are closed within 24 (twenty four) working hours. In case of any delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. Ensure that it doesn t take more than 15 (fifteen) minutes for every customer to be served. In case of unexpected delays, our staff will apologize as well as update the customers on the reasons for the delay. Ensure that all general queries are closed within 24 (twenty four) working hours. In case of delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. Our staff will follow the compliance / KYC norms before sharing information. Our staff will follow the compliance / KYC norms before sharing information. We will record all your correspondence on departmental databases and filing systems. We will exercise proper KYC norms while sharing any details on the written channels. 4
In adherence to our above service standards, if in case the customers are not satisfied with the manner in which their query or complaint was handled, they may refer the matter to Customer Service by emailing @ customer.service@ae.uaeexchange.com, Phone no. 600 555 550 for further resolution. If you have enquiries, concerns, complaints or compliments please contact us in the following given address: UAE Exchange Centre LLC, PO Box : 234566, Dubai, United Arab Emirates Customer Service : 600 555 550 Email : customer.service@ae.uaeexchange.com Website : www.uaeexchange.com SMS : 6000 OUR ENDEAVOR TOWARDS SERVICE GUARANTEE ensuring that our staff will be courteous and professional in dealing with you; ensure best practice is shared across the UAE Exchange and environment to support it; ensuring confidentiality of personal information provided by you and use it only in accordance with the law and consent as applicable; ensuring that you are guided properly, in case we are unable to cater to your needs; ensure staff is motivated and incentivised to provide the highest levels of customer service even if they are not engaged directly in the provision of front-line services ; ensuring that our website is user-friendly and contact center is customer-friendly; ensuring that all our products and services comply with the relevant Laws and Regulations as stipulated by the Authority/Regulators utilizing various customer feedback tools such as Customer Satisfaction Survey and Customer Suggestions to seek feedback from you, the customer, on our performance; reviewing the feedback you provide to us and consider measures to further improve our service delivery; We recognize that the quality of the people we employ is our most important asset in the delivery of excellence in customer service. We will regularly assess our staff through programmes of continuous professional development so as to maintain and improve our current standards 5
FEEDBACK / SUGGESTIONS: Finally, the most important aspect of our service is attending and acknowledging the suggestion that comes from you. UAE Exchange aims to improve its service levels through continuous improvement. We improve through your feedback, so it s essential to us that you let us know how we can improve further. How can you help us in serving you better? Appreciating the efforts of our staff members in serving customers and treating them with respect. Informing us well in advance in case of any special needs and requirements from your end. Get in touch with us early so we help before the problem escalates or becomes greater. Providing us with all required documents and proofs at the time of submitting your applications. Ensuring that all required documents, information and data are provided fully and accurately in order to have the transaction executed. Provide us with all the information that you know about a matter to help us develop the best solution for it. Informing us about errors or of any change you wish to be made on the information, as soon as possible. Informing us of any change to personal details like change in address or information related to transaction completion procedures. Being cooperative and accurate in answering any enquiries made by our staff. Give us feedback on our services to help us improve further. Treat our staff with the same level of courtesy and respect that they expect. Do visit our website first to check if answer(s) to your queries/ concerns/ need is already provided for there. Your Feedbacks are always acknowledged: We welcome your views and comments as vital in helping us to monitor and improve the relevance and quality of our service to the customers. We will consider all suggestions fully and promptly in our planning for service improvement and, wherever possible, we will respond immediately. We may occasionally seek your input to random surveys of how the customer perceives our services and what services are needed, including assessments of our performance. We are committed to doing the very best job we can. We welcome your feedback on our performance. If you have any suggestion, please feel free to visit our website www. uaeexchange.com. 6