Senior management at Zain Bahrain, a leading telecommunications provider in the Kingdom, stepped into client-facing roles for a day, interacting with customers at Zain Experience Stores across the country. They also handled queries on Zain Bahrain’s highly rated Live Chat service, and answered calls at the operator’s call centre. The annual Customer Interaction Day, launched in 2015, gives the company’s directors and managers first hand insight into customer needs and expectations, strengthening Zain Bahrain’s market-leading customer service offerings.
“Zain Bahrain is committed to delivering an exceptional customer experience across all interaction channels, and this is part of our efforts to make sure the customer’s voice is always heard,” said Zain Bahrain Acting Director, Customer Care, Abdulla Yusuf Salmeen, who also participated in the activity. “Being on the frontlines really gives the company’s decision-makers a feel for the market pulse so that they are able to make more informed decisions and put in place strategies which will most benefit our customers. It also creates a sense of cohesion between the Zain Bahrain team as we gain a deeper understanding and appreciation of each other’s roles,” he added.
This year’s Customer Interaction Day coincided with the latest version update of Zain Bahrain’s mobile app, which enables customers to carry out various self-care tasks, such as checking and paying bills and receiving information about the latest products and packages. The initiative forms part of Zain Bahrain’s Digital Care strategy to continuously empower customers. With self-service tools such as the app, IVR, and Live Chat offering customers greater freedom and convenience, self-service now represents more than 80% of all customer interactions with Zain Bahrain.