With the participation of 28 staff
Muscat Municipality develops their skills in the proficiency of customer care
By: Bushra Al-Busaidiyah
Muscat municipality, represented in the Directorate General of Human Resources, continues its training program on the handling skills in customer`s service at the Sultan Qaboos Grand mosque. The program is intended to strengthen and develop staff skills working at the service delivery centers, and to upgrade the quality of services at the municipality.
The program, which was organized for a week, was based on a pragmatic and applied approach on the knowledge of challenges, as well as understanding of expectations and problem-solving. It has introduced the employees on some techniques of showing interest and good listening as this will reflect a positive attitude on the customer satisfaction about the organization and its employees.
They were also introduced the concept of managing customers’ expectations as it is a vital role in judging the quality of service provided the institutions.
the program`s trainer Shaker Al-Hamouda also discussed ways of dealing with the complaints and understand the causes of customers discontent and learn about some responses to complaints as well as how to develop behavioral skills in handling complaints with evidence.
The participants expressed their content from this training program. Dalal Khalfan Wahaib one of the participant from the General Directorate of Muscat Municipality said: "The program added to our cognitive knowledge some advanced skills in handling and mastering the service of customers in how to deal with them and in what ways should we behave in embarrassing situations, while taking care to solve the problems positively”.
Abeer Kalbani, an accountant at the Al-Amerat Directorate, said: "The program has added insights and extensive information about customer service, as well as the applications on how to present new ideas in sophisticated ways. This will be definitely reflected in the development of career skills.
Fahad Juma al-Caldi, a collector from Bousher Directorate considers work at the service delivery centers difficult because of the different types of customers, yet the training program has made a breakthrough in the quality of services. Mu`tasim Rashid Al Balushi, a first writer said; "This workshop seeks to shed light on the key skills and information that service providers need in order to complete their work with distinction, and professionalism. Through it one can gain an experience in the art of dealing with customers, as well as some it is capable of refining the skills needed in service delivery centers.
It is worth mentioning that this program is implemented by Muscat Municipality represented by the General Directorate of Human Resources to train its employees with the practical and systematic knowledge they need and based on the needs associated with the institutional and individual work fields that help the employees to perform their work and ensure their productivity for different administrative levels.