Customers leave people, not companies. What does your data tell you about your service teams?
Customer retention in competitive Gulf markets is increasingly determined not by product quality or price — but by the quality of the human interaction. Research shows that 70% of customer churn is driven by how customers felt they were treated, not by product failure. Yet organisations continue to invest in product and technology while under-investing in the people skills that drive loyalty.
Qaitas addresses customer retention through the assessment and development of the emotional intelligence behaviours that drive service quality. The Genos EI Sales Assessment identifies customer-facing staff with high EI and those with development needs. The Customer Service Profile from Profiles International measures specific service orientation behaviours. Development programmes built on these results equip teams with the self-awareness, empathy, and emotional regulation skills that turn transactions into relationships.
Organisations across these sectors face this challenge most acutely in the Gulf context:
Every engagement starts with a conversation. Book a free 30-minute session with a senior Qaitas consultant — we will listen to your challenge and tell you honestly what we can do and how.