[Dubai, UAE; January 18, 2014]: Wasl has had the strength of its customer service commitment recognised by receiving a prestigious real estate award. The renowned property management organisation received the accolade ‘Real Estate Development Customer Care Excellence Award’ at the eighth Middle East Government and Business Customer care Excellence Awards, which was held at the Burj Al Arab on January 15th.
The Real Estate Development Customer Care Excellence Award is an annual presentation given by the Middle East Excellence Awards Institute, which each year identifies one regional-based property developer that has proven its unrivalled service in customer care. Nominees are selected on the basis of their customer care vision, their existing practices and the experiences of their customers. The award is to inspire and encourage property developers in the Middle East to offer world-class real estate management services.
“The receipt of this prestigious award is an acknowledgment of Wasl’ priority in providing care and support to its customers, who are our most important asset,” said Abdulla Ishaq, Head of Leasing & Customer Service Department at Wasl. “Customer care is at the heart of what Wasl does. Employing a customer-centric approach has been company policy since the day we started operations and it is extremely satisfying to see that this core objective has been recognised at such an official level,” he added.
The Real Estate Development Customer Care Excellence Award is governed by strict criteria. Nominees must be a Middle East national organisation, have been operating in the region for at least three years and have in place dedicated customer care service staff who attend to tenants’ needs. They should have a track record of listening and responding to the needs and concerns of customers and offer high quality information, programmes and services, including a follow-up procedure, to ensure that clients have been treated fairly. They also need to be able to provide accurate and timely information for any property transaction for all its customers.
Wasl secured the award on the basis of having an unmatched 97 per cent tenant retention rate, thanks in part to its multi-stranded customer service management that utilises customer service centres, 24/7 in house call centre and a website to provide an integrated round the clock access for client queries. The organisation was also able to demonstrate that the highest standards of transparency and professionalism were an integral component of its fast, friendly, efficient and reliable system of customer service transactions. What particularly impressed the judges was Wasl’ policy of involving its clients in its corporate activities, with tenants being invited to play an active role in the company’s CSR efforts and celebrations, such as those it conducted for National Day 2013.
“Above anything else, Wasl is a family and this family includes everyone with a stake in the organisation, whether senior management, junior employee or tenant,” said Abdulla Ishaq. It is without doubt this inclusive philosophy that has ensured the success of our organisation and keeps our customers loyal to us,” he added.