Nawras has honoured successful family members with a graduation ceremony their new customer experience training programme, ‘Mahara’. Running from November 2013 until April 2014, over one-third of the company, including Nawras Customer Champions and Store Champions, took part in the custom-designed courses led by international consultancy, B-business.
Meaning ‘Skill’ in Arabic, the ‘Mahara’ programme consisted of a series of three-day workshops with independent assignments and follow up coaching sessions. Targeting development in a dozen key areas of customer service including communication, motivation, increasing competitive edge and the level of customer experience, cross-selling and service recovery, Mahara has already had a positive impact on the level of service quality in both the Contact Centre and all Nawras stores across the country.
“Listening to the ‘voice of the customer' is the only way we can continue to differentiate our customer experience across all touch points and Mahara was designed exactly for this purpose,” said Kumail Al Moosawi, Nawras Director of People. “Our graduates are already incorporating new skill sets and an elevated form of thinking with renewed perspectives in their line of work. The results are already very encouraging and it is only by continuing to develop our people that we can remain at the forefront of customer experience innovation and respond to their changing needs.”
Mahara is one of many training programmes Nawras conducts to cultivate transferable skills that fast-track the growth of its people within the organisation and attract high-calibre talent. More information on the company work culture and career advancement opportunities is available on the Nawras website www.nawras.om.