Zubair Automotive launches new operation to offer customers best service in Sultanate

Focused on this vision, the experience and interaction from the sales, Aftersales and right through to the Contact Centre staff is aimed to be an enjoyable and efficient one ensuring outstanding customer satisfaction.

For new added convenience, the operational hours of the Contact Centre will be extended to 8am to 8pm Saturday to Thursday with one centralized number connecting the customer to a Contact Centre agent that will assist where needed. A minimum of 85% of calls will be answered within 15 seconds with customers not being left on hold for more than 20 seconds.

Customers will also receive a 24 hour follow up courtesy call where they can provide full feedback on their shopping experience at Zubair Automotive. The new centralized customer resolution team is dedicated to assisting the customers with all types of enquiries.

Matthew D'Emanuele, Head of Quality and Customer Service at Zubair Automotive, commented:

"Our current Customer Satisfaction Index Scores and feedback has indicated that there is plenty of room for improvement. We are absolutely determined to bridge the gap between our customers' expectations and the level of service that we are providing. We are taking action and addressing the challenges with our new customer relationship management operation in order to achieve an outstanding customer experience at Zubair Automotive."

"We are optimistic that these new initiatives implemented by all colleagues within Zubair Automotive will refresh value to our customers and retail centre's across the Sultanate," he concluded.

Zubair Automotive management values their customers and urges them to provide full feedback in order to keep improving the overall customer experience.