and always receives the most current information
Customer-oriented communication for the call center and courier delivery department
The program is introductory (for informational purposes). The final version is finalized after assessing the current level of training of the participants, the existing procedures and standards in the company, the specific situations of the participants and the current business request.
Rapid emotional development of customer-oriented thinking about the company’s customers during the process of targeted delivery and the formation of understanding of the need for changes in services.
Additional aspects of training:
- Encourage the team to make joint efforts to achieve the company’s business objectives.
- Create an understanding of the desire and need for the company to apply modern customer-oriented approaches to work.
- Build an understanding of how this affects the company’s results and everyone’s personal results.
Training implementation formats:
- Modern fundamentals of customer-oriented communication
- Three training games
- Training with presentation and video examples
- Analysis of business cases and practice.
Statistics, performance indicators and call center materials to create individual and maximally adapted training material for the business needs of the Customer in accordance with the request of the trainer are used in the preparation of the training.
Detailed program of 1-day training
Introductory part, acquaintance
10:00 - 10:30
Theory on the topic of customer orientation, examples
10:30 - 11:30
11:30 - 12:00
12:00 - 12:15
The theory of "achievement and opportunity", how people tick
12:15 - 13:15
13:15 - 13:45
13:45 - 14:45
Game (difficult result, competition between teams). Analysis of the results
15:45 - 16:30
Theory and motivational tasks about the team
16:30 - 17:30
17:30 - 17:45
Proper life behavior and attitudes
17:45 - 18:15
Summarizing the results of the training. Planning and identifying next steps for the team
18:15 - 19:00
Speaker of the event
Practicing expert, member of the supervisory boards of several large Ukrainian companies
His career path goes from system administrator to CEO. He was the head of a number of well-known companies in the Republic of Belarus.
He managed the businesses in the FMCG Distribution, Distribution of auto parts for cars and trucks, Production and distribution of alcoholic and soft drinks, he managed the project of creating an online hypermarket.
He has more than 20 years of practical experience in business development.
AFTER THE TRAINING, PARTICIPANTS WILL HAVE THE OPPORTUNITY:
Use the mastered practical cases and methodology that will help ensure the optimal level of effective customer-oriented communication with customers when addressing the call center
Detect "gaps" / blocks in the current process of delivery support and level them in time
Master all types of customer-oriented communication, create a competitive advantage and increase business efficiency
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Employees of the call center (dispatchers)
Delivery service drivers
Heads and specialists of the delivery department
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