MUSCAT -- The second 3-day public workshop on 'Customer Handling and Relationship Management' (CHARM) was held at the Mumtaz Mahal Convention Centre, Qurum recently. A new approach to customer handling and management was put across where the emphasis was laid on the individual changing his/her attitude when dealing with others. Stephen Chinnaswamy, lead faculty member, elaborated on the dictum that 'Every customer complaint is a gift'.
'Think differently', 'There is always a better way to do something', and 'Never judge yourself by past experiences', were some of the concepts that highlighted through management games held as part of the workshop. Participants hailed from various sectors of business. "The programme was well organised and presented, and featured many useful tools for improvement. It encouraged me to think deeper in some real-life situations," Yaqoub al Balushi, Manager -Customer Care, Omantel, said. The CHARM workshop pioneered these concepts by stressing that customers are people who benefit in one way or the other through one's service. They could be one's children, spouse, parent, sibling, and so on.
"I've learned to deal better in situations where somebody tries to provoke me," said Salwa al Shukaily, Director of Training Centre, Public Establishment for Industrial Estates. "The CHARM workshop is of benefit to Omanis in particular, as it helps them enhance their skill sets," added Nasser al Khamisi, Managing Director, Centre for Management Excellence.
The workshop was designed and conducted by Louis Allen International India (LAII) in association with Morison Muscat Chartered Accountants.
© Oman Daily Observer 2006
