Make sure that our sales team and consultants execute every customer contact perfectly and turn them into real brand ambassadors. With this challenge, Nespresso turned to HBtraining for help. Having 32 different types of coffee and a big turnover of employees alone, this was a huge challenge.
HBtraining has developed a multiple-element solution: learning on the job, e-learning and semi-annual live training. The online training consists of three parts. Firstly, it has a coffee academy, which gives information about machines, types of coffee, services and processes. Secondly, it comprises a sales academy, where everything is focused on sales skills. Thirdly, there is an advance coffee module, which gives in-depth informations about coffee. The online training is adaptive and responsive. A Memo-trainer provides personalised daily repetition, in order to ensure knowledge retention.