MUSCAT, 20 October 2014 - Bank Muscat, the flagship financial services provider in the Sultanate, hosted Shep Hyken, renowned expert and motivational speaker on customer service excellence, to conduct a customised seminar entitled “Amazement revolution towards our customers" attended by senior employees of the bank.
Underpinning the bank's focus assigned to the importance of excellence in customer service, the seminar comprised three sessions which emphasized innovative concepts, including differentiating between satisfied and loyal customers. Shep Hyken reviewed the best 10 practices to create an amazing customer experience. The seminar concluded by highlighting the seven strategies that lead to the “amazement towards customers", familiarising the participants with the latest trends in customer service excellence aimed at benchmarking the bank's customer services management processes with the relevant international best practices.
Salem Al Kaabi, DGM – Human Resources Management, said: “Bank Muscat is committed to facilitating the best learning opportunities for employees to excel in service extended to the largest banking family in Oman. The seminar was aimed at creating, sustaining and delivering real and undiminishing value in customer service through the bank's key element - its competent people. Hosting world renowned experts as the likes of Shep Hykin enables Bank Muscat to continually create an innovative and sustainable approach to customer service in which it strives to consistently exceed the expectations of customers and to be a leader in customer service excellence."
Bank Muscat is at the forefront of customer service excellence and strives to continually deliver high quality customer service. The bank deems service excellence coupled with aligning both product and service to customer expectations is a vital means of achieving customer satisfaction and surpassing customer expectation. All Bank Muscat products and services have evolved over the years in line with specific customer requirements, fulfilling their financial dreams and aspirations.
Bank Muscat has adopted a new line of customer care programme to ensure that the banking partner in Oman is always available to listen and more importantly respond to customer suggestions and needs in a more proactive way, rather than respond only to service-related incidents. Bank Muscat helps customers understand its systems in order to facilitate smooth transactions. This is done by constant follow-up and regular feedback on how services can be improved. The bank recognises that the essence of good customer service is forming a relationship that individual customers are happy to pursue.
Shep Hyken, founder of Shepard Presentation, is a world renowned customer service expert, professional speaker and bestselling author. His most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled “You Are the Magic!"