Muscat, December 17th 2013
HSBC Bank Oman S.A.O.G. recently launched a series of innovative training workshops for staff across the Sultanate entitled, 'Creating an Exceptional Customer Experience'. The initiative revolves around two-day workshops run by a Regional Learning Team designed to train employees on how to deliver outstanding customer service in all aspects of HSBC's banking opportunities.
Ali Al Abri, General Manager and Country Head of HR at HSBC Bank Oman said, "Surveys reveal that 80% of companies believe they deliver superior customer service, yet only 8% of their customers agree. We want to be the organisation that believes and succeeds in creating an exceptional experience by making customers our number one priority in everything we do to fulfil our vision of becoming the leading bank in Oman."
He added, "These invaluable workshops guide our staff through the techniques and attitudes necessary to provide high levels of satisfaction in customer service and act as a reminder that every member of the HSBC Bank Oman team plays a pivotal role, and not just the employees that work directly with customers every day. The responses from participants have been very positive so far and demonstrate the success of these workshops as learnings are immediately being applied to work the next day."
By the end of the year, all customer facing employees in Retail Banking & Wealth Management will have attended the 'Creating an Exceptional Customer Experience' workshops to learn the necessary attitudes to deliver an outstanding service such as being friendly, natural, polite, professional, understanding, flexible and committed. Other skills include practicing HSBC's values of dependability, being open to different perspectives and treating people fairly, and building connections by caring about individuals and the community. The Bank provides training for employees at all career stages and encourages staff to take part in all its initiatives and activities that extend to community outreach programmes.
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HSBC in the MENA Region
HSBC is the largest and most widely represented international banking organisation in the Middle East and North Africa (MENA), with a presence in 14 countries across the region. HSBC has operations in the United Arab Emirates, Egypt, Qatar, Oman, Bahrain, Kuwait, Jordan, Lebanon, Pakistan, Algeria and the Palestinian Autonomous Area. In Saudi Arabia, HSBC is a 40% shareholder of Saudi British Bank (SABB), and a 49% shareholder of HSBC Saudi Arabia for investment banking in the Kingdom. In Iraq, HSBC holds a majority shareholding in Dar Es Salaam Investment Bank. HSBC also maintains a representative office in Libya.
This presence, the widest reach of any bank in the region, comprises some 273 offices and around 12,000 employees. In the full year 2011, HSBC in the MENA region made a profit before tax of US$1,492m.
HSBC in Oman
HSBC is the largest international bank operating in the Middle East, and Oman is an important market in the region for the bank. Oman has one of the most stable political, social and economic environments in the region, with a growing economy supported by a young population and significant investments in infrastructure.
Oman is also a key access hub to the fast-growing trade corridors connecting the MENA region with Asia - a major focus for growth for HSBC. Its economy is forecast to grow at a compound annual growth rate of 4%1 forecast from 2011 to 2016.
HSBC Holdings plc
HSBC Holdings plc, the parent company of the HSBC Group, is headquartered in London. The Group serves customers worldwide from around 7,200 offices in over 80 countries and territories in Europe, the Asia-Pacific region, North and Latin America, the Middle East and Africa. With assets of US$2,556bn at 31 December 2011, the HSBC Group is one of the world's largest banking and financial services organisations.
For more information, please contact:
ShazaTaher
Senior Media Relations Manager
TRACCS Oman
Telephone: +968 24 649-099
Fax: +968 24 649-088
Email: shaza.taher@traccs.net
© Press Release 2013
