Skill Upgradation & Certification Services
Training Needs Assessment for CX Impacting Roles
A Training needs assessment identifies the skills and knowledge requirements and gaps amongst personnel in roles directly affecting customer experience. The procedure includes:
Identifying the required knowledge and skill for a customer facing staff (can be an on-roll employee or a franchisee/outsource staff.)
Identifying the knowledge /skill required by supervisors/ managers of CX-associated roles.
Gathering feedback from clients, on field observation by supervisors, and managers to pinpoint areas of improvement or additional coaching/learning needed for customer facing staff.
Creating an improvement and monitoring plan to these gaps via targeted coaching /training interventions.
Training Modules
A Training needs assessment identifies the skills and knowledge requirements and gaps amongst personnel in roles directly affecting customer experience. The procedure includes:
Frontline Professionals
Frontline professionals, which include sales persons /customer interaction executives – front desk or online / bill collection staff, fault repair or franchisee front desk staff , are the first point of touch for customers. Training for these roles focuses on:
- Enhancing communication – verbal /non verbal and listening skills for making clear, empathetic, and effective interactions with customers.
- Teaching methods to handle difficult customers /situations more professionally.
- Developing capabilities to moderate and manage customer expectations.
Supervisors
Supervisors play an essential position in overseeing and guiding frontline teams. Training for supervisors includes:
- Leadership and coaching competencies to efficiently control and mentor their teams (internal /franchisee’s).
- Techniques for effective managing ,monitoring and evaluating their team performance.
- Understanding of specialised CX tools and techniques to identify root causes of Service Experience Gaps being faced by customers and how to address those.
CX Leaders
CX Leaders are answerable for shaping and riding the overall customer experience strategy for the brand. Training for CX leaders will be done to enhance CX functional expertise and develop cross functional collaboration and influencing skills, to enable them to steer changes needed within the function and across the organisation.
- Leadership skills for steering and aligning the organisation for enhancing the Customer Experience delivery capabilities/programmes.
- Data-driven decision making abilities to investigate customer experience gaps and metrics for continuous improvement.
- Change management capabilities to guide and manage CX transformation across the organisation.
Service Delivery Partners
Service Delivery Partners form an important link in servicing end customers for a lot of organisations. They play a critical role in delivering a positive customer experience for the brand they represent.
Training for these partners includes:
- Ensuring alignment with the company’s CX brand values, standards and proper understanding of customer expectations from product/services they are buying and using.
- Enhancing knowledge/skills of partners customer facing staff.
- Training on systems and processes being used by the organisation to provide a consistency of experience being delivered to the customer for handling of queries, service requests or complaints.
Coaching of CX Leadership
Coaching for CX Leadership is designed to assist senior CX leaders and CX managers/supervisors refine their competencies and techniques in their role delivery through on the job coaching inputs.
One-on-one periods centered on conflict management, collaboration, influencing skills, decision-making, and other leadership traits.
Guidance on how to foster a customer centric culture within the organisation, in tune with the existing cultural ethos existing within.
Support in developing and enforcing CX techniques that align with the company’s broader enterprise business goals.
Visible dashboards and Voice of Customer programme to ensure that organisation is aligned to understand and deliver effectively to customer expectations from the products/services being offered.