As part of its commitment to delivering a superior experience to customers, members of the leadership team at Zain Bahrain, a leading telecommunications provider in the Kingdom, dedicated a day to working with the company’s customer-facing colleagues. An annual event, ‘Customer Day’ seeks to raise awareness amongst the company of the efforts Zain makes to satisfy customer needs, while inspiring positive change to further improve upon service delivery.
Customer Day 2019 is the fifth time Zain Bahrain has organised the initiative as part of its ambition to be a market leader in delivering superior customer experience. The programme involves all members of Zain Bahrain’s leadership team, with the aim of enriching the company’s customer-centric culture, gaining insights and better understanding of customer needs in order to design and deliver enhanced experiences.
This year’s Customer Day focused on digital channels, including Live Chat, ZBot – Zain’s chat robot, Zain Smart Shop, and the Zain e-shop.
Abdulla Salmeen, Director Customer Care at Zain Bahrain, said: “Our digital channels are increasingly important as customers adopt online alternatives to conduct their interactions with our company. As part of our commitment to continuously improving our customer experience, our leadership team members participate in Customer Day to not only discover the lengths our teams go to in order to deliver superior service, but to be inspired to create new ways in which to further enhance what we do. This is part of our ongoing commitment to our customers.”
Customer Day is a regional initiative for Zain, first initiated in 2014. It looks to ensure that senior management as well as members of functional teams within the company are able to spend time within the organization’s customer-facing channels, and within the internal units that support these channels.