Muscat: Oman Telecommunications Company (Omantel) has launched an innovative customer experience training programme to its contracted network technicians.
This programme is the extension of the ETQAN (etiquette, transparency, quality, appearance, and network) programme for network technicians across all regions of the Sultanate.
The enhanced customer experience training programme was introduced by Omantel to focus on three key areas; customer service, business ethics, and technical skills, in order to provide an enhanced customer experience in-line with the company’s new strategy ‘Omantel 3.0’ and its new values ‘ownership, collaboration, simplicity, and passion’.
This ETQAN extension was overseen by Training and Development in collaboration with service delivery. Manal Amur Musallam Al Harthy, senior manager of Training and Development commented: “The objectives of the training are to build a customer-centric mindset through role-playing activities, recognise local culture, ethics and values and how to adapt with them. We are also aiming to enable the participants to identify the difference between providing a service and serving customers, as well as to recognise the skills required for business etiquette, identify key tricks of business communication in every situation and how to establish trust and credibility in every interaction with our customers.”
Commenting on the enhanced training programme, senior manager of Fixed Service Delivery Muthla Harith Nasser Al Mahrooqi noted: “To provide the best customer experience it is vital that all Omantel team members and contractors consistently deliver impeccable service, so we are delighted to implement this new training programme for our contract technicians. Training of this nature is vital as technicians represent the face of Omantel when they deliver servicespersonally to customers. Enriching lives of people of Oman is at the very core of our strategy and to achieve this we place customer satisfaction at the centre of our operational strategy. Immersive training programmes ensure our team and contractors are equipped with all the necessary tools to exceed customer expectations.”
Investing in the future of the nation, Omantel connects even the most remote communities of the Sultanate to each other and the rest of the world. Omantel is the Sultanate’s first and leading integrated telecommunications services provider, enabling the digital society to flourish, allowing new ways of doing business and delivering a world of information, news and entertainment. Today, Omantel boldly innovates to deliver the highest levels of customer satisfaction, the broadest and most reliable nationwide network while investing for Oman’s future development.