Bank Muscat, the flagship financial services provider in the sultanate, in step with its vision ‘To serve you better, everyday’, hosted customers who use the dedicated social media customer service @bankmuscatcare account on Twitter.
The meeting attended by a large turnout of customers was aimed at enhancing communication with customers, taking into consideration their feedback and recommendations.
In step with innovative customer-centric strategy, Bank Muscat is the first to launch a dedicated social media account in the banking sector in Oman for customer service. Aimed at enhancing customer service via social media, the Twitter account is dedicated to responding to customer queries and obtaining feedback.
The interactive customer care Twitter account @bankmuscatcare reflects the latest trends in banking and facilitates real time communication with customers. The bank utilises the social media account to engage customers through surveys, questionnaires and awareness campaigns on the bank’s products, services and activities. The account has more than 7,500 followers with an increase of more than 1,600 followers in the last three months.
The meeting included a detailed presentation on the Twitter customer service account and how customers can benefit from these services. During the interaction, customers were also briefed by the Customer Service department how they receive customer queries and feedback and how a specialised team deals with these communications to provide prompt and real time responses.
Underpinning the bank’s focus assigned to the importance of excellence in customer service, the bank is focused on creating, sustaining and delivering real and undiminishing value in customer service through the bank’s key element – its competent people.
Bank Muscat is at the forefront of customer service excellence and strives to continually deliver high quality customer service. The bank deems service excellence aligned with world class products and services the key to achieving customer satisfaction and surpassing customer expectation. All Bank Muscat products and services have evolved over the years in line with specific customer requirements, fulfilling their financial dreams and aspirations.
Bank Muscat has adopted an innovative customer care programme to ensure that the banking partner is always available to listen and more importantly respond to customer requirements in a proactive way, rather than respond only to service-related incidents. The bank helps customers understand its systems in order to facilitate smooth transactions. The bank recognises that the essence of top notch customer service is forming a relationship that customers are happy to pursue.
Marking a new phase, the bank’s dynamic vision highlights customer-centric priorities and enhancing efficiency and productivity. For Bank Muscat, distinguished customer service has always been and remains paramount. The new vision is all about maintaining the leadership position of the bank and looking ahead, understanding the trends that will shape the bank’s business in the future and moving swiftly to prepare for what is to come. The focus of the vision is to stretch further the standards in customer service. The commitment to customers is the key to achieving strategic objectives, thereby establishing sustainable, long-term business relationships in communities where the bank operates.
With the widest reach and the largest network of branches spread across the sultanate, Bank Muscat meets the expectations of customers at the grassroots level. The sophisticated banking experience stems from the right mix of traditional and electronic channels. Bank Muscat enjoys an edge in hi-tech products, notably electronic payment and web-based services in tune with the banking requirements of a young, tech-savvy generation. The expanding branch network and alternative digital channels reflect the commitment to remain as the bank of first choice in all parts of the country, offering banking convenience at the doorstep of customers.