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Bank Muscat launches social media account to enhance customer service

MUSCAT, 09 May 2016 – Bank Muscat, the flagship financial services provider in the Sultanate, in step with its innovative customer-centric strategy, has launched the first dedicated social media account in the banking sector in Oman for customer service. Aimed at enhancing customer service via social media, the Twitter account is dedicated to responding to customers inquiries and receiving feedback. The interactive customer care Twitter account @bankmuscatcare reflects the latest trends in banking and facilitates real time communication with customers.

The unique customer care account will be managed by a dedicated team in the bank's Customer Experience Department, who will address customer queries and comments every day between 8:00 AM and 8:00 PM. The bank will also utilise the social media account to engage customers through surveys, questionnaires and awareness campaigns on the bank's products, services and activities.

Ensuring privacy, Bank Muscat customers will not be required to share any personal information while interacting on the customer care account and will be only asked for specific information such as name and customer ID through direct messages.

Sheikha Al Farsi, General Manager - Strategy and Organisational Development, said: “Committed to top-notch customer service, Bank Muscat accords priority for building key relationship with customers. Aimed at enhancing customer experience, especially with the tech-savvy youth, Bank Muscat is proud to launch the first dedicated social media account for customer service in the banking sector in Oman. The new facility is in response to the high demand for customer service via social media as many customers prefer to interact on social media as a main channel of communication. Reflecting the leadership position, the bank accords priority for value addition and strengthening of relationship with customers."

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 innovative products vital to surpass customer expectation.

Driven by the 'Let's Do More' vision, Bank Muscat pursues a strategic customer care programme to ensure it is always available to listen and more importantly respond to customer suggestions and feedback in a proactive way. The bank maintains constant follow-up and regular feedback with customers on how services can be improved. The bank recognises that the essence of good customer service is maintaining a relationship that individual customers are happy to pursue.

The bank's state-of-the-art Call Centre offering integrated voice response (IVR) facilities allows customers to avail a host of services. The Call Centre operations reflect the bank's commitment to excellence in providing innovative banking service. A keen perception of customer requirements enable the bank to develop innovative products and services in line with the current and emerging needs. The new social media account complements the bank's existing customer service channels.