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Design and implementation of a culture, customer service, sales
and team leading training programme for 100 call centre staff for
the set up of a mobile telephone company in Singapore.
The client wanted to achieve the following:
- Bring to an already saturated market a unique service offering
- Create a 'wow' service to their customers
- Create a unique culture that would be 'robust, vigorous and
dynamic'.
- Have agents able to perform both customer service and sales
roles
- Set a benchmark in both sales and service for this 'green site'
operation
Key features of the programme:
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A 'Wow factor training' - an experiential two day workshop
to get to the heart of delivering a 'wow' service experience
- this workshop was the key to creating the culture the client
was looking for - 'robust, vigorous and dynamic'. It involved
looking under the surface of customer service to discover the
truth about what delivers a genuine 'wow' service to the customer.
It was personal, experiential, challenging and demanding - the
kind of training delegates talk about for years afterwards!
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Contact centre team leading training - leadership training
for team leaders. All core team-leading skills were delivered
to a group of ten team leaders
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Customer service and sales training - including all aspects
of interpersonal skills over the telephone
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Face to face service skills - for retail staff - including
all aspects of interpersonal customer service and sales skills
in a face to face environment.
Key outcomes:
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The contact centre launched to budget and on time
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One hundred call centre staff were trained and accredited
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The successful establishment of the culture the client wanted
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Agents were skilled, on post and delivering to target by
the 'live' date as required
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