Objective:
To give an excellent after-sales-service experience to its customers, our client identified the need of a training and development program for their customer care center executives so that they could exhibit best soft skills and technical expertise while dealing with walk-in customers. The objective of this training program was to have a well-trained service force which could ensure positive engagement with consumers and avoid any service failures.
Approach:
Success of the training was dependent on how relevant content could be developed, and delivering it in an effective manner. Key activities during execution involved:
Outcome:
We successfully delivered the training program leading to significant improvement in skill levels of the care center executives. Key highlights: