Optimal connection with the customer

KPN’s objective is to become The Netherlands’ most customer friendly company. One element that needs to be addressed in order to reach this goal is training the call center representatives. By doing so, they can optimally connect with the customer and provide the best offers.

High level of practical use

HBtraining has developed a thorough training journey, which includes four half-day training sessions for all new call center employees. These sessions are characterised by a high level of practical use. The learned skills are applied in phone calls with real clients. An experienced customer expert listens in on the conversation and provides coaching on the job. This way, as many facets of the brain as possible will be activated. This stimulates processing and remembering everything the participant learns.

Results

The result of the training journey is that people operate more confidently and more courageously. Besides, there is a drop in the rate of employee outflow.

Product field training Google

"Hey Google, how hot is it today?" Your Google Assistant can help you with more than a million actions, our houses are increasingly becoming "smart homes" and technology is developing rapidly. Retail chains in consumer electronics have a huge product range, products with all kinds of new technical gadgets. For these chains, such as MediaMarkt, Coolblue and BCC, it is therefore extremely important that their sellers have sufficient knowledge about all these products. And this knowledge is provided by the product brand.

Jumbo Extra's

Jumbo Extras is Jumbo's new customer program. This allows customers to save for free groceries, discount on trips and fun extras. To bring Jumbo Extras to the attention of customers, Jumbo uses hosts. To prepare these hosts for their role, HBtraining developed an e-learning for Jumbo.

Nespresso Academy

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.

Mercedes C-Sales training programme

For her new salespeople, Mercedes-Benz has developed a training programme: C-sales, also known as Certified Sales. This programme is based on seven competencies that a Mercedes-Benz salesperson should have to a sufficient extent.

Cases

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