CMA organises workshop on customer care skills

Muscat: To improve the quality of customer service and the art of dealing with customers, the Capital Market Authority (CMA) held a workshop titled 'Customer Care and Skills of Dealing with the Public', targeting customer service employees in insurance companies in cooperation with Abdel Nasser Al Saigh Management Consulting Firm.

The organization of this workshop came within the framework of the CMA’s continuous endeavour to facilitate communication between the public and insurance companies, which in turn creates a constructive environment and ensures the improvement of insurance services for policyholders.

The workshop acquainted the participants with the skills of dealing with the public, customer care and understanding their behaviour in accordance with quality and excellence system with the required efficiency and effectiveness.

During the workshop, the participants learned about the difference between the customer service system and the customer care system, in addition to the standards and indicators for improving the quality of services, and the skills of perceiving, understanding and managing the psychological, behavioural and organizational aspects of customer service, in addition to identifying thinking patterns of the customers and ways to deal with them. The workshop also touched on the most common errors in dealing with the public and customer service.

It is worth noting that the CMA has paid special attention to developing channels of communication with the public, in addition to creating special sections for serving insurance policyholders.

The CMA transformed all communication services with the public into online systems available on its website and smartphones application to facilitate the services provided by the Institutional Services Department to the public, as the CMA provides six electronic services and systems that contribute to enhancing communication with insurance policyholders, investors and related parties, as well as facilitating procedures to save time and effort in the business process.