Customer Excellence

Blended Learning Programme

Customer ExcellenceBusiness Need

The company has a commitment to providing outstanding customer service, appreciating its critical role in a highly competitive market. Good relationships with customers are key to client loyalty, profitability and image.  They are also important in more practical ways, such as effectively sharing information related to safety or business. Cegos was asked to devise a customer excellence course that would support the company’s Commercial and Customer Support divisions in their drive to raise professionalism in their customer-facing team.

Solution

The training needed to support the manufacturer’s underlying ethos of high levels of customer service, and also incorporate the very best examples of ways other businesses and sectors build customer relationships. Working closely with the client, Cegos responded with a blended learning customer excellence course that combined e-learning and face-to-face training, providing simple and easily remembered tools that the delegates could use in their working life.  More than 1000 people took part, from eight countries – with tailored e-learning modules customised to different teams’ work and roles. The course was supported by the client in several key ways – creating a ‘buzz’ around the training in advance, instigating mandatory attendance in some areas of the business, and collaborating with internal Subject Experts to ensure both high quality and relevance.

Benefits

The training triggered a real step-change in the attitude of staff – embedding in them the value of excellent customer relations, and supporting them with the tools they needed to provide it. Two levels of the programme were rolled out – awareness and understanding, followed by building competency – ensuring that staff were not only equipped with the theory, but with real life skills to put it into practice. All levels of the business were involved – from director to intern – which also enhanced cross-company communications, allowing all to share their experiences, to learn from each other, and to develop superior customer relationship skills. The addition of the customised e-learning ensured that each participant felt the course was relevant to them, providing a solid foundation for their training on wider issues.

What our clients say about us – RICS

As a leading global provider of e-learning content, with a real understanding of our business, Cegos were a natural choice of supplier to partner with to populate our in-house Learning Management System (LMS) and grow our online CPD offering.

Pierpaolo Franco

Global Director of Training Products, RICS

What our clients say about us – Total

At Cegos, we found all the skills necessary to design this bespoke training module. The Cegos team demonstrated strong engagement, professionalism and availability to make the project a complete success.

Patrick Antoine

Manager, Total Digital Academy

What our clients say about us – Nissan

We chose Cegos for its ability to provide guidance and support on aspects other than training expertise. This team of motivated, responsive professionals was able to satisfy our request for greater participant engagement and attentiveness, using a fun but effective approach to training.

Nadine Vienne

Section Manager Network Training and Sales Method, Nissan

What our clients say about us – Hutchinson

We decided to set up the Purchasing University to build our function's professional skills and develop a common set of standards and tools. We chose Cegos to be our partner in this initiative, which gives us the added advantage of being able to design new training modules to meet the demands of a fast-moving international market.

Pascale Garois

Hutchinson Group

What our clients say about us – Sun Chemical

Working in partnership with Cegos allowed us to bring about a real change in attitude to value selling across the group. The training they provided was a real eye-opener for many of the staff, and supported a company wide drive to build better long-term customer relationships.

Mark Frost

Commercial Director, Sun Chemical

What our clients say about us – Berendsen

We had already put in place LEAD Development Centres for our senior leader group, and it was very important to introduce Centres that would work for our large population of Plant Managers across Europe. Cegos have been excellent partners in helping us get the design right, and then in the delivery of lively, action learning based programmes. I have greatly enjoyed seeing our managers have ‘light bulb’ moments!

Chris Thrush

Berendsen Group Director, Human Resources

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+65 6827 5632

+65 6827 5632

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