July 16, 2024

Client

The client is a global provider of integrated software and hardware solutions for the packaging, label, and wide format sectors. Their solutions are designed to streamline and optimize the packaging design and production process, helping companies to reduce time-to-market, improve accuracy, and ensure brand consistency.

Needs

The client has a diverse customer base spread across various countries, including the USA, UK, and the Middle East. Their Customer facing team is required to interact with this global customer base on a daily basis. However, according to the client the Customer facing team lacks the necessary skills to effectively communicate with global customers from diverse backgrounds. This includes difficulties in engaging customers through both written and verbal communication, and an inability to fully understand and meet customer needs. The primary issue identified is communication.

Approach

We offered a comprehensive program on effective communication, structured as a two-day in-person event. This program was preceded by a pre-study phase and followed by post-program check-ins to ensure continuous development and reinforcement of skills.

The program focused on covering multiple key competencies, including:

• Listening with Empathy
• Effective Communication
• Customer Delight
• Problem Solving
• Executive Presence
• Accountability
• Social Desirability

Audience Profile:

Level : Junior level professionals

Experience : 3-5 years of experience.

Role: Customer-facing positions.

Total Trained: 196 individuals.

Impact

Participants expressed high satisfaction with the interactive nature and practical activities of the training program. They particularly valued learning about Customer Centricity, Active Listening with Empathy, Email Structure, the 5W2H framework, Types of Questions, the 5 Whys technique, Emotional Intelligence, Trust and Safety, and Limiting Beliefs.

Additionally, discussions on managing pressure and handling demanding clients were highly relevant and useful.

Participants Feedback and Ratings

The Program garnered an impressive 76.09% NPS.