Excellent Customer Service – Need of the Hour in UAE
Leading training consultancy PROTRAINING launched Customer Drive®, a customer service business simulation, at a corporate event at the Waldorf Astoria Dubai Palm Jumeirah.
As the UAE comes another year closer to the Expo 2020, the focus of industries on achieving even higher levels of excellence has led to an increase in customer experience initiatives. Investing in customer service training for employees is a crucial strategic step for businesses in nurturing customer relationships and in steering their service ahead of the competition. Traditional classroom based customer service training is now being challenged by edifying business simulations that are fast becoming the hallmark of innovation and gamification in the professional training industry.
PROTRAINING has been at the forefront of this metamorphosis offering award-winning business games, simulations and Discovery Maps throughout the region since its establishment in 2003. With the rise of social media, customers are increasingly becoming vocal in their experiences and poor customer service is costing UAE firms a lot of money. Previous research by The Collinson Group (2015) has highlighted that more than 45% of respondents from among the UAE’s financial services executives wanted to ensure a consistent customer experience. In fact, many of the UAE financial companies are in a race for top titles on various indexes such as the Customer Experience Benchmarking Index, Retail Banking Customer Experience Benchmark Index and awards for best call centers.
“Over the years, I have grown the company by keenly listening to the needs of our clients. Finding world class solutions that meet their immediate business challenges head-on is an important part of my client partnership philosophy. This simulation is great for developing the emotional side of service delivery. Service that is tuned in to the needs of the customer at that moment results in less service frustration. This is not training on how to smile. When customer service teams can read the needs of their customers, empathise and respond in a way that is proactive and tuned in, they gain customer loyalty. This is after all the ultimate objective of every business,” said Patricia O’Sullivan, Managing Director of PROTRAINING at the launch.
As a customer service business simulation - Customer Drive® provides participants with real life scenarios where they experience first-hand customer needs and how they can meet them. First call resolution, End-to-end responsibility, Net Promoter Score and Service Recovery are all themes that run through the training translated into an exciting experience for the participants.
PROTRAINING offers a variety of experiential learning simulations and team building solutions, to learn more contact firstname.lastname@example.org