MUSCAT: Continuing its efforts to strengthen relations with its customers and enhance their banking experience, ahlibank has launched the ‘Outstanding Customer Service’ programme to train select front line personal bankers across the bank’s branch network in the Sultanate. The on-the-job training programme, which has begun with 100 employees of ahlibank and ahli Islamic.
The programme aims to enhance their understanding of excellent customer service, communication skills and emotional intelligence quotient. It also looks towards developing their problem solving skills and innovation, for achieving greater customer satisfaction. Each day the bank’s employees will participate in workshops that focus on developing employees’ skills in customer service and care essentials, customer needs and expectations, the programme’s vision, policy and practices; service recovery as well as customer service excellence and ongoing development.
“At ahlibank, we continue to invest in programmes and initiatives that improve the skills and capabilities of our human resources, recognising them as active ambassadors of the bank. Through the ‘Outstanding Customer Service’ programme, the bank seeks to further strengthen its relationships with various client categories, employ appropriate techniques to manage communication with current and potential customers, analyse their needs, reach a deeper understanding of target customer behaviours, and therefore make meaningful decisions in order to meet any requirements more quickly and effectively. With this programme, ahlibank aims to redefine customer service and set new benchmarks in employee skills enhancement that are necessary for them as well as for the bank'', said Ruqaiya al Lawati, Head of Change Management at ahlibank.
She further stated, “We are confident that through this programme our nominated employees will be able to apply tools and techniques that will help them to manage customers in a professional manner, consolidate their relationships with different client groups, whether individuals, companies or others, and maintain these relationships to earn permanent their trust, which in turn will enhance their satisfaction in our service.”
Oman Observer is now on the WhatsApp channel. Click here
