MUSCAT, July 2018
Bank Muscat, the flagship financial services provider in the Sultanate, in step with its vision ‘To serve you better, every day’ and commitment to innovative customer-centric strategy, has launched the first-of-its-kind 24/7 social media customer care service in the banking sector in Oman.
Aimed at facilitating uninterrupted customer care, the new service is based on the feedback provided by valued customers of the unique Twitter account @bankmuscatcare. Three departments of the bank - Customer Experience, Contact Center and Corporate Communications & CSR – have joined hands to elevate the customer experience. This is the first time the bank is implementing such a partnership initiative between three departments. A full-fledged Customer Experience team will be available at the Contact Centre 24/7 to handle all customer care issues raised through the Twitter account.
Bank Muscat is the first bank in Oman to launch a dedicated social media account for customer service and addresses customer issues within the fastest response time. The interactive customer care Twitter account @bankmuscatcare reflects the latest trends in banking and facilitates real time communication with customers.
Dedicated to responding to customer inquiries and feedback, the customer care team will address customer queries and comments 24/7. 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.
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, 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.
Ensuring privacy, Bank Muscat customers are not 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.
Bank Muscat offers seamless customer interaction through a variety of channels, including website, email, Call Centre and internet banking. Enquiries and feedback are channeled through a Feedback Management System (FMS) for appropriate action by relevant departments and branches. The Customer Experience department follows up on all issues and communicates the responses to customers.
Strengthening customer relations, Bank Muscat regularly organises focus group meetings with customers in all parts of the Sultanate. A cross-section of customers is invited to such meetings and encouraged to speak their mind wherein genuine customer feedback is obtained on the bank’s products and services.
To benchmark customer service in Oman, Bank Muscat has engaged a Cyprus-based consultancy firm to do ‘mystery shopping’. As part of this regular exercise, mystery shoppers visit Bank Muscat branches and also competitor banks. This helps to evaluate the customer care standards maintained by the bank.
The bank’s state-of-the-art Call Centre offering integrated voice response (IVR) facility 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 has enabled the bank to develop innovative products and services in line with the current and emerging needs.
Bank Muscat is the first bank in Oman to be certified for Quality Management System ISO 9001:2015 standards. Driven by the dynamic vision, the bank 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 recognises that the essence of good customer care is a relationship that individual customers are happy to pursue.