Listening Exercise for Service Associates
9 November 2021
To further hone the skills of Al Masaood Automobiles’ Aftersales Service Associates, a listening exercise was conducted from the 20th till the 22nd of September 2021, with the objective of improving the service operations and presenting a pleasant experience for customers. The training consisted of six sessions which were initiated with a holistic view of a healthy work - life blend and suitable practices for creating an atmosphere of trust and transparency between the team.
This was then followed by some listening exercises that tapped on topics like:
- Connecting Personal Goals to Corporate Vision
- Curating Customer Experience
- Wins & Losses Exercises
- Customer Empathy & Servant Leadership
- What Level of Service Do We Need?
The main idea behind the listening exercises was to ensure that enhanced listening and communication skills were used by Service Associates during their contact with customers. They also aimed to create stronger connections between team members and the management. This in turn allows the team to better understand the needs of both customers and management, as well as incorporate department goals and KPIs in their daily activity and operations.