We have always told our colleagues who invest mainly in their top team that most often real service is not provided by top-managers, but by ordinary people who collect goods, solve difficult situations with customers, smile or do not smile at the consumer every day, and it is precisely such personnel who need to be regularly trained and not discount on them with “faceless and mass online training”. ” Thanks to the wise and flexible companies that feel it themselves.
Tailored successfully completed the first stage of a large-scale adaptive customer service program for warehouse workers of the fastest developing retailer in Russia and the largest domestic player on the market for construction and repair’ goods.
All this is especially relevant today, when each person is stressed to one degree or another, tired of lockdowns, when nerves are at the limit, and confidence in the future and in the well-being of loved ones is not the same as before.
Increasingly, everyone has become less tolerant, and the people who work with a large human flow get the most. The big “traffic” has a great accumulative effect not only in moments of negative emotions, but also in human energy, fatigue, burnout.
That is why we adapted the classic service program to the realities faced by warehouse employees, namely complex conflict and stressful situations with customers, drivers, foremen, receivers, etc. And judging by the reviews, we expect not only to improve the quality of the service, which the consumer will immediately feel, but also to increase the involvement and satisfaction of staff, reduce burnout, and therefore flow, which is traditional for warehouse specifics.
Feedback from Program’ participants:
“It was very helpful to know how to get out of a situation!”
“Everything was clear”
“I would advise my colleagues to take part in this training, as it is useful not only in work, but also in everyday life”.