Emarat organizes a customer service training program

This program came within the frame of continuous education and training program which is regularly implemented by the Corporation in order to improve its employees' capacities and capabilities.

Dr. Mohammed Bu Qufell, Manager Career Development at Emarat, said that the program's aims included changing the philosophy of dealing with customers, establishing the concept of providing all that is possible, recognizing the standards of unique service and how it is practiced, changing the patterns of communicating with the customers, avoiding common mistakes, assessing the customers' satisfaction and recognizing the weak points in this relationship, in addition to improving communication skills, analyzing the human relationships with the customers and employing this analysis to provide a better service.

Dr. Bu Quifell further added that the program included various issues such as recognizing what is meant by the customer, the structure of building relationships in customer service, and the customer's role in the concept of comprehensive quality and care, in addition to the concept of benefits and their role in care and building loyalty.

The agenda of the program also comprised the ways of recognizing the customers' needs, desires and expectations, clarifying the difference between need, desire and expectation, understanding the customer from a psychological point of view, analyzing customers' demands and their role in achieving distinction, the elements of unique service, the foundations of unique service and quality, verbal and non verbal communication skills, analyzing the human relationships with customers and employing this analysis to provide a better service, and how to deal with different customers.

Furthermore, the program discussed the issues of assessing the elements of care and distinction in service, the skills of direct dealing with the customers and analyzing their problems, in addition to providing more care via the internet and electronic media.