Release Date: 17 October 2011
Manama, Bahrain: Speaking at the ‘Customer Excellence’ Workshopat the Inter Continental Regency in Bahrain, Nada Al Gassab, Customer Solutions and Quality Manager at Silah Gulf (Silah), talked about the importance of understanding the individual needs for customers before applying customer excellence concepts.
“It is important not to make any assumptions when speaking to a customer,” said Nada Al Gassab. “By asking the right questions, we help set achievable goals and thus manage customer expectations.”
“Customer excellence is becoming the key differentiating factor for any industry today. The contact centre is essentially the key representation for a company that people judge. People call the help desk or enquiry service when they have a query or a problem, by correctly identifying the problem and taking a unified approach to resolve the issue, we can instil confidence in our customers,” added Al Gassab.
The first Bahraini to be certified by The Call Centre Industry Advisory Council (CIAC), the first and only standardized and accredited certification for call centre executives, managers, and professionals, Nada Al Gassab has setup various processes and revised call evaluations criteria for Silah.
“It’s important not to be just polite but to actually solve the problem. Following-up on issues to see if they have been solved to the customer’s satisfaction is also very essential. And the best way to motivate the contact centre staff is through added value benefits such as additional training and workshops, better parking spots or even, additional coaching with the team leader – they all make a difference to the staff and keep them motivated to do better,” concluded Al Gassab.