Gulf Air launches customer service training programme

As a first step towards this initiative, 22 staff members have been trained to become ‘Customer Service Champions’ who will take ownership of the training programme and train other staff members across the business. The champions from the Bahraini airline have now graduated after an intensive 10 week training programme.

The candidates were trained by experts from Ontrack International - a UK based Learning, Development and Performance Improvement Consultancy.

“Customer service has assumed newer dimension in today’s business environment and Gulf Air fully understands the current needs and aspirations of our discerning customers,” said Gulf Air CEO Samer Majali.   “I n order to deliver this, every employee in the company needs to understand the importance of high quality customer service and be equipped with world-class service delivery skills and attitudes.”

“ The launching of Customer Service Training initiative is a positive step in this respect as we aim to further enhance the unique and recognizable Arabian customer experience for which Gulf Air is known for and, to get even closer to our customer. The training will significantly improve our staff members’ interactions with customers at every point of the customer’s journey experience, consequently making our customers feel valued and differentiating Gulf Air’s service delivery from our competitors.”

In the coming weeks, the customer service champions will train nearly 1500 employees from across various divisions of the company in a planned schedule. 

The airline’s acting director of human resources Masooma Al Turkamani said: “The Corporate Customer Service Training initiative is intended to improve Gulf Air’s entire services aspect, maximize business performance and encourage “Getting Closer to the Customer Culture” across the organization and ensure our customers receive unmatched and unique travel experience that will eventually make Gulf Air their carrier of choice.”