OAB organizes a course to enhance customer service skills, with Ministry of Labor
Oman Arab Bank (OAB) organized an advanced training course on “Customer Service Etiquette” to enhance the communication skills of customer service and front office employees and enable them to provide exceptional service and achieve the highest levels of customer satisfaction.
Within the framework of cooperation and exchange of experiences between OAB and the Ministry of Labor, trainees from both sides participated in the course, with only 24 trainees to obtain the best results from intensive and interactive training activities and to enable participants to have sufficient knowledge of modern professional concepts and skills in customer service and to adopt a clear policy for offering services, and enhancing the effectiveness of teamwork.
The course focused on a number of topics, starting with introducing the concept and constitution of etiquette, protocol and institutional prestige, and protocol for hospitality to clients and auditors, in addition to dialogue management, the technique of identifying clients’ personality types, how to deal and understand the personalities of others, and building rapport through conformity, keeping up and leadership.
Focus was also placed on the modern concept of dealing with the customer, determining his expectations and needs from the organization, building a customer care strategy, and training participants on a modern methodology to identify behavioral patterns of customers and enable them to deal optimally with the public in all situations.
Essam Al Busaidi, Head of the Human Resources and Administrative Group at OAB, said: “Organizing the “Customer Service Etiquette” course comes within the framework of Oman Arab Bank’s strategy to invest in human resources and support the comprehensive transformation of the bank, which revolves around developing modern and digital services, enriching the customer experience, and achieving the highest levels of satisfaction.” The course included comprehensive training for customer service employees and front-end departments that deal directly with the public at OAB. A number of employees of the Ministry of Labor also participated in the course, within the framework of cooperation, exchanging knowledge and experiences, and benefiting from the training programs and lectures that are implemented in both parties.
He added: “The etiquette was designed in accordance with the best international practices, as the course provided practical applications using the international technical tools of the MTA program applied by major international companies and government institutions to develop customer and auditor service skills.”
Bodour Bint Issa Al-Harithiya, Director of Human Resources at the Ministry of Labor, said: “We are pleased with the participation of the employees of the Ministry of Labor in this advanced course organized by OAB, which confirms the fruitful cooperation between the Ministry and the bank to exchange knowledge and experiences and support the capabilities of national cadres, and effective partnership between the public and private sectors to develop national human capital and raise levels of satisfaction with services in order to achieve the goals of upgrading and digitizing all services provided and raising levels of satisfaction of clients and beneficiaries.
She praised the role of OAB, which effectively contributes to supporting nationalization and employment in the financial sector and enhancing investment in human resources to improve services and competitiveness of national cadres in the labor market.
