Targeted Competencies
Customer focused approach
Effective communication with the customer, empathy
Positive attitude towards complaint
Learned optimism
Take the initiative
Take responsibility
Contents
Focus on the customer and relationship
Understanding types of customer motivation and developing an appropriate approach
Resolver routing
Take responsibility
To be the hero of the customer
To maintain the quality of service even in difficult and busy times
Keeping the current customer
Positive attitude towards complaint
Communication with a dissatisfied customer
Being able to say “no” without creating tension
Making the customer feel extraordinary
In our training sessions, adult learning system supported training methodology is applied through case studies, personal exercises, group exercises, role playing, discussions, psychometric tests and games to ensure the highest retention in participants.
Pre-Training
Field visits
Customer visits
Examination of customer complaints
Static Analysis
Inventory studies
Pulse surveys
Dynamic Analysis
Interviews with senior management
Focus groups
Participant pre-work
Reading materials, mini videos
During Training
In our training sessions, adult learning methodology is applied through case studies, personal exercises, group exercises, role playing, discussions, psychometric tests and games in order to provide the highest learning in the participants.
Post-Training
Reading materials and videos are provided in order to support internalizing and applying the training subject.
Tools
- Development Roundtables and Action Planning
- Telephone Coaching – Turning Learning Into Action “TLA”
- Shadow Coaching
- One-on-one Follow-up Coaching
Development Roundtables and Action Planning:
Action Planning is the planning of actions to be made after training to make use of the training subject. This is done separately by each participant who implement the new behaviors.
About one month after training, the participant and the trainer get together again in a Development Roundtable session to review the successes and challenges during this month. This includes:
- What was implemented, what was not implemented and why
- Working on participants’ actual work cases
- Feedback on action plans
Development of new action plans
Telephone Coaching – Turning Learning Into Action “TLA”:
Consists of three monthly half-hour telephone coaching sessions which support participants after training in three development areas. Each participant determines their own development areas and defines the corresponding action plans.
After the sessions are completed, the results are reported.
Shadow Coaching:
The coach accompanies the participant in the job environment, makes observations and provides feedback regarding especially development areas.
The participant is provided with increased awareness and is able to implement actions and reach goals more easily.
One-on-one Follow-up Coaching:
Consists of coaching sessions on development areas which are based on the participant’s actual work cases.
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