In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers’ expectations. When a brand has loyal customers, it gains positive word-of-mouth, which is free and highly effective Marketing. Therefore, it is essential for businesses to effectively manage customer satisfaction.
After spending time in Al-Futtaim Logistics for observing the Business and how it works, Dr. Wael Bakhaty, Automotive Training Consultant, conducted a Customized Training Program for Al-Futtaim Logistics Customer Facing Associates. The main Outcome from this Program is how to satisfy the Customers’ Needs and also exceed their Expectations.
Raman Kumar, Acting Managing Director, Al-Futtaim Logistics said: “Al-Futtaim Logistics along with Automotive Academy developed a logistics industry specific training program for our associates interacting with the customer. The training result was very impressive and communicated the importance of customer-driven approach on daily operations. The industry related demonstrations during the training ensured lasting results. The training was a fresh approach taken in conjunction with the Customer Service Week and has been welcomed by the associates and Management team. We expect this training to be rolled out to all our Drivers and Customer Service Representative during year 2014.”