First regional customer service guarantee launched by Showtime

'Tamam!' is Showtime's seven point pledge that gives existing and potential Showtime subscribers complete trust and confidence in the network and delivers service standards which are unprecedented in the region.

The key point in the 'Tamam!' charter is a guarantee that customers will be refunded their subscription payment for any month in which a billing dispute is unresolved.

Announcing the customer charter, Steve MacDiarmid, regional operations and customer management director at Showtime, said: 'The range of premium and exclusive entertainment channels has driven the growth in popularity of digital pay-television networks like Showtime.

'Television viewers know that they can watch the latest movies and premium sports events on Showtime and they subscribe because they are attracted by the programming.

'Keeping customers happy is of paramount importance to us, that's why we have launched 'Tamam!'. It is our pledge that delivers world class service standards and its backed by our investment in customer service infrastructure and the recruitment and training of Arab nationals to deliver a level of service not seen before in the Middle East.'

In addition to the no quibble refund, other commitments made in the customer service guarantee include customer contact within one working day of receiving a signed Showtime contract and payment to install the satellite dish and decoder, and a personal call from Showtime within three days of installation to ensure that the service is fully operational.

'Tamam!' also includes service standards to be met by fully trained contact centre staff in terms of resolving technical issues, including home visits by fully trained service technicians, and specific targets to answer telephone calls within 20 seconds.

Mr MacDiarmid commented: ''Tamam!' clearly sets out the minimum standards our customer service teams must meet. I am confident that these targets will be surpassed and I am sure that the complete package provides our customers with a level of trust and confidence not enjoyed before on a pan-regional basis.'

With contact centres located in the Kingdom of Saudi Arabia, the United Arab Emirates, Egypt, Kuwait and Jordan, and more than 40 retail outlets located at shopping malls across the region, Showtime has local points of contact for its subscribers.

Mr MacDiarmid added: 'If any customer feels that any of our regional customer management centres have not met the 'Tamam!' guarantee standards, they will be provided with the direct contact details of customer management headquarters in Dubai.

'Every customer can expect a superior level of service from Showtime. Our contact agents are committed to being polite, courteous, friendly and efficient at all times, giving our subscribers total peace of mind.'