Design and implementation of a customer service and sales training programme for 200 call centre staff of a major oil company.

The client wanted to achieve the following:

• Move the culture from an 'order taking' to a 'proactive/sales' mind-set
• Significantly enhance customer service levels
• Increase levels of cross and up-selling over the telephone
• Develop management and team-leading skills
• Pave the way for the introduction of a customer service call centre
• Establish a best-practice competency framework

Key features of the programme:

• Orientation and 'vision' workshops for senior management participants
• Analysis of current practices and the development of a competency framework
• A two-day customer service training module for all staff
• A two-day sales skills training module for all staff
• Training modules and events designed to align and focus management skills
• Development and implementation of a measurement system

Key outcomes:

• Dramatic increase in sales performance (averaging 50-60%)
• The establishment of a 'best-practice' customer service competency framework
• A marked movement in culture to a proactive/customer focused outlook