Workshop on Customer Service Etiquette

The Capital Market Authority has organized on Wednesday a workshop on quality customer service titled “Etiquette in dealing with customers” for customer service employees of insurance companies. Etiquette and Protocol Trainer Yousuf Al Hassani presented the workshop.

On the importance of the workshop Ahmed Ali Al Maamaeri, Vice President for insurance sector at the CMA said”CMA continuously endeavors to facilitate communication between the public and insurance companies, which creates constructive environment and ensures the quality of the insurance services rendered to policyholders. The CMA had earlier issued a decision obliging insurance companies to appoint customer service officer responsible for providing quality and friendly services for communication with the public.”

Al Maamari commended the efforts of insurance companies in dealing with the policyholders who incurred damage from the tropical cyclone Shaheen as the statistics showed the number of claims which were settled successfully.

The participants of the workshop were acquainted with the etiquette and the prestige of the company in addition to the reception of customers, greeting, shaking hands and introduction of VIPs. The workshop also dealt with the concept of customer service and identification of customer expectation and needs from the institution, and the causes of customer dissatisfaction besides receiving phone calls, dialogue and emotional intelligence in effective communication in addition to identification of the patterns of customers’ personalities and the diplomacy of dealing with stubborn customers.

It is worth to note that a questionnaire was distributed to the participants on the e-services provided by the CMA for communication with the public to identify the key problems they are facing in using the services for the purpose of improving the e-services in the digital transformation plan, which is part of the Oman Vision 2040.