CBI launches Bank-wide Customer Service Training Program in collaboration with QNB

August 27, 2014 4:21 pm

With an aim to deliver superior customer service and provide a refined banking experience to its customers, Commercial Bank International (CBI) has recently launched a Customer Service Training Program directed to its front line Managers and Service & Sales employees.

The initiative was tailored and delivered in collaboration with Qatar National Bank (QNB), CBI’s strategic partner. The Course has so far addressed 121 employees over a period of three weeks and is expected to target 60 more by end of September, using an interactive training platform where staff learn through case studies and role play.

David Power, CBI’s Head of Retail Banking, commented: “With CBI’s new long-term business strategy launched earlier this year and a new brand launched in 2013, we are determined to consolidate our position as a bank of choice in the UAE. Serving our customers effectively and efficiently is an integral component towards reaching that milestone. We are committed to investing in training as part of our ongoing promise to raise our service standards and transform our business to an entirely customer-centric and customer service driven organization.”

He continued: “Our collaboration with QNB in this regard further demonstrates that commitment, and we are confident that our customers will feel a tangible difference when they turn to CBI for high quality financial services and products.”

Murray Macdougall, Head of Sales & Distribution at CBI, who has previously initiated similar training programs within the partnering Bank, commented: “Providing a customer with a range of financial solutions, while essential, is certainly not enough. The quality of the product needs to be supplemented by a superior customer service platform. This training will help CBI differentiate itself in the highly competitive retail banking sector in the UAE.”

The Bank has implemented a number of initiatives since 2012 to improve the overall customer experience and access to the Bank’s numerous products and services. In 2013, the Bank enhanced its call centre, reinvented its product suite, and launched an ambitious branch expansion plan, with the aim of being more accessible to our growing customer base.
“We know that great customer service is not only a differentiating factor but also leads to creating long term customer loyalty. Our aim is to respond to customer needs in the shortest possible time and to try and exceed customer expectations. Offering customer service training to our employees doesn’t just add value to the customer; it can drive sales and give us a strong competitive advantage,” Murray added.

CBI was awarded the title of ‘Fastest Growing Bank in the UAE’ and ‘Most Improved Bank in the MENA Region’ on the much coveted Banker Middle East Industry Awards 2013. The awards were based on the quantitative analysis of key measure indicators such as assets, liabilities, total income, net attributable profit and return on assets, collating data on real size, real growth, and percentage growth to identify the region’s leading financial institutions.

In 2012, Qatar National Bank (QNB), the leading financial institution and largest bank in the MENA region completed the acquisition of 40% of CBI shares. CBI’s new brand launched in March last year reflects this partnership. With an expanding network across the United Arab Emirates, an enhanced product suite and a renewed customer-centric approach, CBI remains well positioned for future growth.

For further information, please contact:
Fida El Samad
Head of Corporate Communications & Marketing
Commercial Bank International

Telephone : +971 4 212 6164
Mobile : +971 50 4594132
Email : fida.elsamad@cbi.ae