Muscat: Saud Bahwan Group (SBG) conducted the National Customer Relations Skills Contest on recently. Customer care staff was drawn from various branches all across Oman, to participate in the contest.
According to the group spokesperson, “SBG, a customer-oriented organisation places a huge emphasis on customer relations. The aim is to “Do It Right the First Time’ and thereby enhance the satisfaction levels of the customers. Our Omani staff interfaces directly with customers hence it is essential to impart the right training to them to make each interaction meaningful and effective.”
With this aim in mind, the contest had been designed in two segments, a ‘Written Test’ and a ‘Role Play'. In the ‘Role Play,' the Customer Care staff actually enacted the role of proper handling of a dissatisfied customer.
A panel of judges observed each contestant and evaluated their performance with a scoring sheet, which covered important parameters of customer handling process following the seven steps such as greeting the customer, listening with empathy, understanding concerns, collecting information, customer handling skills and finally, offering a solution to customers concerns.
Before the actual contest, two orientation training programmes were conducted at the Training Centre to prepare the contestants to perform their best. The orientation training helped the contestants to enhance their theoretical knowledge as well as the skill set needed for the role-play.
At the conclusion of the contest, an awards ceremony was held to honour and felicitate the outstanding performers.
The top three winners have received cash awards, and other winners received gifts. A Rolling trophy has been instituted and every year the winner of the contest will be honoured with the presentation of this trophy. Apart from honouring the winners, many learning videos were presented during the award ceremony on Customer Care principles & operations of SBA; the Customer Care team and customer’s feedback about the excellent service they received at various service centres.
Overall, the event was a tremendous success, with the relentless support and commitment of everyone. The award winners have become a source of inspiration to other team members, igniting in them the flame of hard work and dedication.
Over the years, a range of awards – locally, regionally and from across the globe – have been bestowed on SBG Training Facilities. Its trained technicians have also won numerous medals at world, regional and Middle East skills contest championships in different categories.
Under the direct supervision of Mohammed Saud Bahwan, chairman, Saud Bahwan Group, Omanisation is a continuous process at SBG and is given utmost priority. The group has a large and growing cadre of Omani staff spread all over the country. Omanis are employed in various functional areas, including in leadership positions, in sales & marketing, service & parts, customer care, advertising, accounts, audit, instalment credit, administration, warehousing, computer service, personnel & Omanisation and human resource development.
For SBG, the top priority has always been to make a meaningful contribution to the vital national priority of Omanisation.