MITIE’s customer service training flies high

26 August 2008

Middle-Eastern airline carrier, Gulf Air, has chosen MITIE to train its sales team in five-star customer service at their offices in Bahrain

MITIE’s client services team specialise in the delivery of front-of-house services and their innovative customer service training courses have, up until now, been focused internally to create a team culture of great service. However, their training methods have caught the attention of Gulf Air and MITIE has been training their call centre based team. MITIE has spent two weeks running a series of three-day courses for 70 people and have been asked to return to undertake further training.

Having recently moved their call centre from Oman to Bahrain, Gulf Air had an entirely new workforce to be trained in sales techniques, communication skills and customer service, examining what Gulf Air stands for - cutting edge technology combined with traditional Arabian hospitality.

Rebecca Pettersson, head of Worldwide Contact Centre at Gulf Air, said “Great customer service is a key differentiator in our industry and as Gulf Air aims to be the carrier of choice, training our sales team was a top priority. Five-star service is what we were looking for and with MITIE’s bespoke training sessions, I believe, we will achieve it. The training sessions have energised the team and taught them new and effective techniques that can be taken back to the work place to serve our customers in the most professional manner."

This global training contract follows a very successful first year for MITIE’s new client services business, which launched in May 2007. The new business has succeeded in setting the standard in five-star front-of-house services, specialising in reception, switchboard, helpdesk, meetings and event management services. They support key clients in financial, legal, automotive and media sectors.