Agents from Facilities Management (959), IT and 911 Call Centers participated in a two-day training program at the Hotel Alkhazoma in KAUST on March 6 and 7. The training focused on developing a positive attitude towards customers and adhering to the Call Center best practices.
Throughout the training, agents learned about the impact of their attitude and behavior on customers, and gained skills to handle customer concerns with empathy and compassion. The training was interactive, informative, and provided an engaging classroom experience. It was divided into six modules: Contact Center Excellence, Service Excellence, Service Mindset & Managing Diversity, Mastering your Inbound and Outbound skills, The Customer Experience, and Techniques for dealing with difficult customers.
Supervisor Syed Bilal Ahmed noted that the training taught the FM Call Center team the language of excellent service, such as showing empathy and providing better service to improve the customer experience.
On the second day of the training, the agents were pleased to welcome Mr Matthew Early, the Vice President of Facilities Management, who expressed his gratitude for the hard work of the Call Center teams and emphasized the importance of providing excellent customer experience with a human touch. He presented each agent with a certificate of completion for the Agents Call Center Excellence training course.
The training was organizing by Human Resources and Facilities Management at KAUST, conducted by Leap To Success, a training center based in Dubai, United Arab Emirates that provides consulting, learning, and development services throughout the Gulf region. Each agent received a certificate for completing the Agents Call Center Excellence training course.
Facilities Management thanks to all who participated and make the training in a success.
