As part of QIB’s continuous efforts to offer improved services to its customers, the Bank had recently concluded a bank-wide “Service Excellence” Program – another building block in QIB’s strategy towards becoming a truly customer centric institution. The program featured a series of training courses attended by over 400 employees from all Bank Departments.
The Service Excellence Training Program, which lasted for five months, is built upon four main pillars: Service Delivery, Leading/ Managing Service, Service Essentials, and QIB Service Standards. The Program included classroom sessions as well as workshops.
The Classroom sessions focused on service essentials, better communication with customers, and handling different situations that can occur in the daily life of bank employees. The sessions where largely based on role play to simulate real working conditions and have been supported by relevant case studies from the banking industry.
The workshops where comprised by employees from both front and back office functions and centred on supervisory roles discussing effective ways of leading teams for achieving excellence in service delivery. In addition, more than 100 QIB supervisors received personalized coaching on how to support their colleagues in providing undisrupted service at all times.
The Program was introduced late last year at a gathering attended by all QIB employees, and featured speeches by His Eminence Sheikh Waleed Bin Hadi, Chairman of the Shari’a Supervisory Board, QIB Group CEO Mr. Bassel Gamal, Chief Strategy Officer Mr. Constantinos Constantinides and the Head of the Human Capital Group Mr. Khalefa Al – Mesalam.
During the event, His Eminence Sheikh Waleed Bin Hadi, Chairman of the Shari’a Supervisory Board, addressed Shari’a specific banking requirements in Islamic Banks, noting that the “Service Excellence” Program fulfils employee requirements provided that Shari’a principles are observed when dealing with customers. His Eminence explained various Shari’a rules relating to employee satisfaction in the workplace and good manners when dealing with customers, from offering them a warm welcome to providing faithful and dedicated service.
On the occasion of the Program’s completion, Mr. Bassel Gamal, QIB’s Group CEO, commented that this significant investment underlines the importance of customer service as a key differentiator towards the Bank’s future success in which QIB employees play a major role. To that end, he affirmed, QIB adopts a set of clear – cut service standards to provide employees with guidelines on how to act professionally at all times and deal with customers’ requests. From the dress code and personal grooming to branch environment, customer interaction, handling complaints, the standards go into minute detail to address every aspect of employee behaviour and the quality of service they are to offer to customers.
“Competition should serve as a reminder for us to provide excellent service to our customers, hence the “Service Excellence” Program that highlights privileged treatment as a key measure to satisfying existing customers and attracting new ones. This is a continuous improvement program which will extend well into the future with our strategy being to standardize service delivery throughout our branch network and all supporting functions in the Bank, and to that end, we are investing in our people to ensure their alignment with the highest banking and service standards. It is crucial for us all to realize that the implementation of Service Excellence depends first and foremost on our employees, who play a pivotal role in making QIB the number one destination for customers and in maintaining our status as a leading Islamic Financial Institution”, Mr. Gamal added.