Emirates Post Group (EPG) in collaboration with Abu Dhabi University Knowledge Group (ADUKG) has announced its new Egrab training programme, aimed at further developing the knowledge and skills of its Emirati customer service representatives.

The cutting-edge programme is aimed at empowering employees with world-class customer service skills, in line with the company’s core focus on providing an experience that meets and exceeds the needs of every customer, said a statement from the company.

The programme, set to launch on July 26 in Dubai, UAE, will take two groups of 20 participants each through a carefully-crafted syllabus focused on critical aspects of dealing with customers.

This includes six modules from ADUKG’s international partner in customer service knowledge and skills training.

The participants will be engaged to target exceptional service in every customer interaction, and will focus on key aspects such as communication, teamwork and handling difficult situations.

Additionally, the participants will undertake an in-depth module about EPG, focusing on the company’s history and corporate structure, as well as on the vast range of products and services it offers to its customers.  

The participants will come from both EPG’s telephone contact centres and its service centres from across the company’s UAE postal areas.

Suitable candidates for this highly-competitive development opportunity will be selected through a rigorous competency-based process that will include a focus on candidates’ educational level, appraisal results, role play exercises, and evidence of an individual’s drive to develop themselves.

This objective approach will ensure that the strongest Emirati candidates benefit from the opportunity.
 
Sami Alkhaja, chief support services officer at EPG, said: “The Egrab programme underlines our continuous drive to elevate our customer service standards to new levels of exceptional performance.”

“As a company, we always strive to be at the very forefront of the national drive to develop our Emirati workforce, and so are committed to delivering the highest quality of training to our employees,” he added.

Ahmad Badr, the CEO of ADUKG, said: “We are proud to be contributing our extensive training and development expertise to the programme, and look forward to developing participants’ customer service skills to the highest international standards.” – TradeArabia News Service