Boustany United Machineries Company s.a.l. (BUMC) held a seminar with its front-line staff, including its sub-dealers on customer satisfaction presented by General Service Manager, Mr. Jihad Lakkis in coordination with the Human Resources department. During the seminar, several case studies and frameworks were explained to help understand the perspective and concerns of customers. Mr. Lakkis employed situation-based learning using Toyota techniques and frameworks. In addition, several real-life examples were used to demonstrate to front-line staff the importance of the Toyota frameworks and how to demonstrate empathy and other skills integral to customer interactions. 

The aims of these seminars are to: 

1.) Increase Productivity 

2.) Higher Job Satisfaction

3.) Enhance communication skills 

All of the above are also critical components to job satisfaction and retention. 

All participants received a certificate demonstrating their understanding of the concepts