International retail franchise operator M.H. Alshaya Co.'s commitment to customer service has once again been recognised, with its Contact Centre winning an award at the Public Relations and Customer Service Award ceremony held in Kuwait last week under the patronage of His Highness Sheikh Sabah Al-Ahmad Al-Jaber Al-Sabah.
Alshaya's Contact Centre won the Award of Excellence in customer satisfaction for best practices in providing customer service in the café category, based on the way it handled customer feedback on Starbucks' services in particular. The award highlights Alshaya's ability to provide world-class customer service by taking quick and effective action in following up on each piece of customer feedback it receives.
Alshaya's Matthew Holgate, President of Starbucks, and Mona Dabbah, Director of Customer Service, received the award from Her Excellency Hind Al-Sabih, Minister of Social Affairs and Labour and Minister of State for Economic Affairs. The event was organised by the Kuwait Public Relations Association.
Based on surveys and customer feedback, Starbucks was found to have the highest levels of excellence and professionalism of all coffee shops in delivering services and products to customers, nurturing positive relationships with them, and efficiently responding to their enquiries through the Contact Centre.
Alshaya operates more than 3,400 stores for over 75 of the world's best-known and best-loved brands, including Starbucks, H&M, Mothercare, Debenhams, The Cheesecake Factory, Victoria's Secret, and Boots, and Pottery Barn across the Middle East, North Africa, Russia, Turkey and Europe. Alshaya's Contact Centre manages a broader customer service offering that builds connections with the customers of all the brands that the company operates, 365 days a year.
Ms Dabbah says the award highlights the efforts the company makes to put the customer at the heart of its business.
"Our culture at Alshaya is built on listening to our customers and ensuring their satisfaction. Delivering the highest levels of customer service at all our stores, restaurants, and cafés is our top priority. This award is great recognition of the Contact Centre efforts in handling all customers' enquiries, requests, and complaints," said Ms Dabbah.
A team of bilingual professionals operates the Contact Centre seven days a week from 7am to 3am, serving customers in 10 countries across the Middle East and North Africa. It services include fielding enquiries and orders related to food delivery, home furnishings, store opening hours, marketing activities, and ongoing support for Privileges Club, Alshaya's loyalty programme. Alshaya's Contact Centre serves over 500,000 customers annually.