Muscat, 1st November 2009
Seventeen senior level executives and representatives from Oman Oil Marketing Company (omanoil) attended a two-day workshop entitled ‘Senior Leadership Customer Service Course’ organized by Talent2 International in Muscat. The workshop provided participants with an opportunity to participate in a highly interactive and challenging program that demonstrated the importance of leadership in driving customer excellence.
Eng. Omar bin Ahmed Salim Qatan, CEO of omanoil stated, “At omanoil we value our customers and put them at the centre of everything we do. We are committed to providing excellent customer service and strongly believe that leadership plays a vital role in inculcating a customer-centric culture and approach both, internally and externally. The workshop was extremely valuable and helped the leaders within our organization clearly identify and define their responsibilities in dealing with internal and external customers.”
Highlighting the effect of poor service on competition, market share and profitability, Qatan added, “The program emphasized on the impact that internal relationships can have on external customer relationships and its importance in ensuring that we are the best in our market.”
Eng. Faisal Al-Shanfari, General Manager of Operations, Engineering and HSSE at omanoil added, "The workshop was extremely challenging and exciting, and certainly made us seriously think about our role in driving customer excellence." The course was designed and executed by Talent2 International, with members of their Muscat based Talent Partners team running the various workshops. Speaking about the success of the program, Samantha Robinson, Talent Partners, Oman stated, "We run various courses for a number of clients but the dedication and interest displayed by omanoil’s executives during the entire duration of the workshop is commendable and a clear indication of their commitment to leading their customer service revolution."
The program discussed the importance of customer service internally and externally focusing on various topics such as: Role of leadership in the process from empowerment to championing, defining the parameters of good, excellent and poor services, realities about customer service programs, creating a customer service culture, and policies and procedures among others.