Call centre training completed by Oman Air staff
Oman Air has completed a year-long customised training initiative for its call centre employees in partnership with Infoline.
The national carrier’s CEO Peter Hill attended the graduation ceremony on 28th June 2011 and handed certificates to staff members that completed the programme.
The training was conducted in various phases, including modules on telephone skills and etiquette, customer orientation, listening skills, selling skills and how to handle irate customers.
However, according to the airline, the highlight was a role playing activity that had to be enacted by participants, which was recorded and replayed to identify and learn from any shortfalls.