Emarat retail’s management has always been giving priority to training programs for its front-line staff, believing that the nature of their work requires direct and constant contact with customers. The Retail Sales Department is directly responsible for managing the day-to-day operations of its service stations and their wide range of services and facilities, including Fuel, Convenience Stores, Bakeria, Car Wash, Lube Express and other related services.
The Retail Training team had organized during the last year 352 training sessions attended by many retail staff members, including new recruits.
According to Mr. Abdulla Hassan Al Noman, Manager, Retail Sales Operations, at Emarat, these training programs aim primarily at enhancing the capabilities of employees and developing their skills and technical abilities. The programs also aim at motivating workers and enhancing their know-how to provide customers with quality service, increase the level of their satisfaction, maintain competitiveness and improve effectiveness. He added that the corporation immediately appraises employees’ performance after training, answers their queries and solves any problems they may face during the sessions. The objective is for them to grasp knowledge and stay up-to-date with latest development in the industry and to utilize the skills that they have acquired in a way that would be in harmony with the corporate vision and strategies. Mr. Al Noman said that the sessions covered a variety of topics, including induction programs for new recruits, fire fighting, customer service practice, improving operational skills, communication, minimizing inventory losses, basic food safety, fake currency detection, time management, and on-job related trainings. He clarified that the process of preparing the internal training plan begins at least two to three months before the start of the New Year. During that time, coordination efforts are made with various retail sales teams to decide on training requirements, before their approval by the Retail Management. As far as external programs are concerned, they are coordinated with the Career Development section.
Mr. Al Noman highlighted the important role the Career Development section plays in preparing and implementing external training courses.
He praised the role of the retail sales team members and service station supervisors in general and the Retail Trainers specifically “who play a significant role in the process of organizing these training sessions for their employees in order to provide them with the most up-to-date knowledge and know-how in their field of expertise.” Emphasizing on the importance of these programs, Abdulla Al Noman said: “We have launched a Mystery Shopper program, through which various people make secret visits at various stations to inspect the quality of services provided, the skills of their employees and their capabilities. In addition to that, we carry out regular field visits to ensure the success of these programs.” He assured that the programs are achieving their objectives due to the high level of support they receive from higher management and from retail sales team. “We consider training to be one of the major tools for shaping the skills of workers and employees through continuous learning.”