Qtel provided Qatar University students with a free customer service training session at Qtel’s Abu Hamour facility.
Staff from Qtel’s Sales and Services Training Department provided a dozen select students with a high-level certified training session in October. The session aimed to provide some lessons from the real-world experience of one of Qatar’s largest customer-facing businesses.
The initiative was led by Mohammed Saleh H Al Marri, Chief Sales and Services Officer, Qtel, who said: “We are constantly striving to enhance the customer experience at Qtel, and we’ve learned some challenging lessons which we are eager to share with the next generation.”
The Qtel Call Centre receives an average of 13,000 calls every day, handling questions on everything from mobile phone services through to high-speed Qtel Fibre Internet availability.
In addition, the nationwide network of Qtel Shops and Service Points work with thousands of customers, solving problems and suggesting solutions. Customer service representatives in Qtel Shops are trained to be multilingual and fluent in sign language.
To manage the huge volume of inquiries and requests, Qtel is constantly working to enhance and improve customer service, and identifying areas for improvement. Many of these findings were integrated into the course for Qatar University students.
The students participating in the training are already working for Qatar University’s contact centre. They learned important customer service skills and tips on how to answer customer questions over the phone.
This session is one of the many ways that Qtel promotes knowledge exchange and helps to develop the next generation of leaders.
Qtel’s Customer Charter is at the core of the training, providing guidelines for improving the “customer experience.” The Peninsula
