Prominent Omani companies partner up for international Customer Service Week
A network of six prominent companies will kick off activities for international Customer Service Week, taking place between 6 and 10 October. This year, Nawras has partnered with National Bank of Oman (NBO), Muscat Electricity Distribution Company (MEDC), National Hospitality Institute (NHI), Authority for Electricity Regulation (AER) and Radisson Blu Hotel, Muscat, to share best practices as service providers, and to seek new and innovative ways to enhance customer experience.
Held under the theme of ‘think service’, Customer Service Week 2013 aims to enhance professionalism in service delivery through the development of human capital as well as improving the customer experience. The organisations involved have all built a reputation for business flair, innovation and award-winning customer service. In2013, for example, Nawras won the Jury Distinction Award for Customer Service Excellence in the telecom sector at the recent Oman Customer Service Excellence Awards and was named as the 2012 Customer Service Provider of the Year by CommsMEA.
Said Safrar, Nawras Chief Customer Experience Officer, said, “Customer service is an important aspect of our operations and it is often the differentiating factor for retaining customers. It can also have the competitive advantage for attracting new customers. This year leading companies in customer service joined hands to share their experience and best practices. The idea was introduced by HE Dr. Ali Al Sunaidi, the Minister of Commerce and industry. Customer Service Week gives us the opportunity to share best practices and successful initiatives while learning from other organisations and finding new ways to provide an excellent customer experience. It also helps to spread the awareness to get customer service to higher levels to show the Omani friendly culture”.
Moosa Al Jadidi, Acting Head of Retail and Private Banking, National Bank of Oman, stated “Customer service quality lies at the heart of banking development globally and within the Oman market in particular. At National Bank of Oman, all of our employees take customer service very seriously and senior management have this as one of their top priorities. Critically, the bank is committed to developing a robust and sustainable employee culture which focuses on delivering constantly improving service to our customers. National Bank of Oman is proud to be taking part in Customer Service Week, a week in which customer facing organisations can share their experiences, strategies and initiatives to the mutual benefit of customers and providers.”
Ian Benfield, Director of Customer Affairs at the Authority for Electricity Regulation, added, “Celebrating Customer Service Week in Oman is an important way to reinforce the importance of good service and the key contribution that our customer service staff make to the success of our organisations. We are reinforcing that message by ensuring that our senior business leaders also spend time listening to customers and better understanding their requirements. By co-ordinating our efforts we aim to demonstrate that whilst the challenge of raising the bar is common to many of us in Oman, the adoption of a committed and professional approach, based on skilled people reacting with customers every day, supported by business leaders who really understand and care about customers is an issue on which we can learn from each other. In our view this is not something confined to occasional commercial conferences, however good those might be, but is a matter that should be regularly discussed between us and with others of a similar mindset.”
“During the week we will also be holding the first Customer Champions Celebration, recognising the efforts of a small number of frontline staff from each of our businesses who have really gone the extra mile to provide excellent customer service and providing them with the opportunity to meet customer champions and customer service leaders from other companies and organisations.”
On the occasion, Mansoor Al Hinai, Chief Supply Officer at MEDC, said, “We need to emphasise that the customer comes first and when market leaders talk, market players follow. The event is a prime opportunity to have a positive impact on customer service in Oman and englighten the importance of satisfying customers and rewarding customer-facing champions.”
The National Hospitality Institute and Radisson Blu Hotel-Muscat, will deliver workshops on embracing technology to improve customer service and the benefits to their businesses. Both organisations have adapted their customer service for the digital age and now can attract business from around the world, bringing a wealth of experience and new customers to the organisation as a result of their growing reputation.
Customer Service Week 2013 activities will kick off with Senior Management members from all partner organisations visiting several branches in the Muscat area to interact with customers, listen in to customer phone calls and conduct public feedback sessions. The objective is to raise awareness of changing customer needs and provide organisations with the tools to continue meeting customer requirements now and in the future.
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