OTE competition keeps service advisors’ skills on cutting-edge
Published: 02:05 PM,May 17,2023 | EDITED : 06:05 PM,May 17,2023
MUSCAT: Building on the success of the maiden edition of its skills competition held last year, OTE Group invited its cadre of service advisors to compete for awards in yet another contest designed to constantly raise the bar on customer service standards championed by the group’s various automotive departments and its leasing arm VLC.
Launched for the first time in 2022, the skills competition is conducted in multiple stages over a period of four weeks. Vying for prizes, comprising trophies, gifts and certificates, are the majority of the group’s service advisors. Their role as ‘Customer Service Champions’ – liaising between customers and the technical teams – is pivotal to OTE’s goal of sustaining and building enduring customer loyalty across its automotive brands.
During the phased competition, the contestants showed off their tried-and-tested skills as Service Advisors. Overseeing the competition was a panel comprised of veterans drawn from the automotive sector. In the first round, they were evaluated for their knowledge of the Six-Step Customer Care process – the essential toolkit of customer service champions.
Candidates who cleared this round were then invited to role-play their responsibilities when receiving customers with their vehicles, and at the time of delivery of the vehicles. The role-plays helped evaluate their Interpersonal skills, politeness, and overall approach towards the customers.
In the ultimate round, the finalists were assessed for their aptitude, interpersonal and communication skills, attention to detail, and ability to handle a customer’s queries, concerns and even distress over unmet expectations.
Emerging the winner in the 2023 Skills Competition was Usman Tufail Bajwa, who proudly received a trophy and a gift voucher for his outstanding performance. First Runner-Up was Rahul Kumar, while Anish Mathew and Ahmed AL-Ghazali
were named 2nd Runner-up winners. They too received individual trophies and gift vouchers. Other finalists were presented with Certificates of Appreciation for their efforts.
“This annual contest is an opportunity for our growing contingent of Service Advisors to constantly hone their skills and outshine their colleagues in customer service delivery,” said Dileep Kaul, Senior General Manager, OTE Group.
“In an increasingly competitive marketplace, it’s our service standards that will give us an edge over the competition; hence the need to keep our Service Advisors performing at the top of their game.”
Launched for the first time in 2022, the skills competition is conducted in multiple stages over a period of four weeks. Vying for prizes, comprising trophies, gifts and certificates, are the majority of the group’s service advisors. Their role as ‘Customer Service Champions’ – liaising between customers and the technical teams – is pivotal to OTE’s goal of sustaining and building enduring customer loyalty across its automotive brands.
During the phased competition, the contestants showed off their tried-and-tested skills as Service Advisors. Overseeing the competition was a panel comprised of veterans drawn from the automotive sector. In the first round, they were evaluated for their knowledge of the Six-Step Customer Care process – the essential toolkit of customer service champions.
Candidates who cleared this round were then invited to role-play their responsibilities when receiving customers with their vehicles, and at the time of delivery of the vehicles. The role-plays helped evaluate their Interpersonal skills, politeness, and overall approach towards the customers.
In the ultimate round, the finalists were assessed for their aptitude, interpersonal and communication skills, attention to detail, and ability to handle a customer’s queries, concerns and even distress over unmet expectations.
Emerging the winner in the 2023 Skills Competition was Usman Tufail Bajwa, who proudly received a trophy and a gift voucher for his outstanding performance. First Runner-Up was Rahul Kumar, while Anish Mathew and Ahmed AL-Ghazali
were named 2nd Runner-up winners. They too received individual trophies and gift vouchers. Other finalists were presented with Certificates of Appreciation for their efforts.
“This annual contest is an opportunity for our growing contingent of Service Advisors to constantly hone their skills and outshine their colleagues in customer service delivery,” said Dileep Kaul, Senior General Manager, OTE Group.
“In an increasingly competitive marketplace, it’s our service standards that will give us an edge over the competition; hence the need to keep our Service Advisors performing at the top of their game.”