galileo rolls out ace training in middle east
Galileo, a leading global distribution system (GDS) provider is running a series of training courses for customer facing staff in order to enhance and standardise the customer helpdesk experience. Galileo’s Achieving Customer Excellence (ACE) training course, to be run in all regions, has been developed as part of Galileo’s commitment to continually improve the skills of customer facing staff.
The two day course has been designed to ensure an effective, friendly and consistent high level of service. Delegates are taught how to build a positive rapport with customers when answering, transferring or closing a call and how to communicate with the customer whilst managing the technical complexities of the issue at hand. During the course, staff are encouraged to use ASK Galileo, Galileo’s online information resource, as a tool to enhance customer service.
Rabih Saab, Galileo’s Vice-President for the Middle-East and Africa, Turkey, Pakistan and Sri Lanka, commented, “Even though we regularly receive positive feedback about our customer helpdesk, Galileo is continually striving to improve our customer helpdesk experience. ACE training will, amongst other benefits, help us to standardise the call in terms of call opening and closing statements. The training is also helpful in reminding customer facing staff about the high level of service we expect. It is important that the customer helpdesk experience reflects our strong brand and high quality products.”
To date, delegates from the Czech Republic, Tanzania, Kuwait, Dubai, Saudi-Arabia and Yemen Courses have received ACE training. Delegates from Galileo Kenya, Tanzania, Ghana, Ethiopia and Malawi will attend courses during October 2007.
