AchieveGlobal training programs have helped develop Boubyan Bank’s customer service to be the best in all of Kuwait. Recognised recently at the 2014 Service Hero awards, Boubyan Bank scored the highest in a customer satisfaction survey which featured high calibre nominees from a variety of industries. AchieveGlobal worked with Boubyan last year, providing them with customer service training content for their front line staff across most of their branches. The bank now has an annual training calendar using AchieveGlobal’s programs.
Boubyan Bank is leading the way for all Kuwaiti businesses with their exceptional customer service which earned the Bank three of the Service Hero awards. Despite not being operational for as long as some of the other nominees, Boubyan fought them off to win first place overall for customer service in all economic sectors in Kuwait. The Bank was also acclaimed as the Best Islamic Bank and credited for achieving this accolade for an impressive five consecutive years.
In a recent interview with Kuwait Times, Adel Abdul Wahab Al-Majed, Vice-Chairman & CEO of Boubyan Bank stated candidly that “the services and products offered by banks are similar, and this makes the level of service provided to customers the deciding factor. Kuwait is a limited market with high competition and this comes with challenges for us, pushing the Bank to improve and develop its service levels.” This push has seen almost all of the Bank’s front line staff attend customer service training programs from AchieveGlobal in the last two years.
The training, part of AchieveGlobal’s Achieving Stellar Service Experiences system, is designed to provide the critical skills vital to customer satisfaction, loyalty and organizational success. Matt Somers, CEO of Achieve Global Middle East said, “We knew from the start that Boubyan already had the main thing they needed: the desire to put the customer first and continually improve. From there it was a matter of using our research based content to make sure that the staff had the up to date knowledge and skills to make this happen on a day to day basis”. AchieveGlobal provided Boubyan with the flexibility to deliver their programs in-house, to suit their needs. More widely, AchieveGlobal offer clients worldwide programs in leadership and sales as well as service, to help organizations achieve excellence and unlock their full potential.
The Service Hero Index is the only 100% consumer-driven customer satisfaction index in the Arab world; it reflects what real customers think of organizations they’ve encountered, and provides results which are impartial. Consumers voted in their thousands in the 2014 survey, by telephone and online, rating industries on a 1-10 scale on 8 service dimensions such as staff behaviour and reliability.