5 Dec 2012

Elevating Standards On Level Playing Field – A Case for BFSI

In sectors like BFSI, top line growth is directly linked to growing customer base and increasing number of satisfied customers. One time induction training or a training programme about processes & ways of working  is clearly insufficient to percolate the organizations’ philosophy of ‘Serving the Customer Right’ across geographies and hierarchies. Sustained investments in people development & training to imbibe and exhibit ‘Customer Service Excellence’ at all customer touch points have proven to be much more effective and sustainable.  Download our knowledge paper on the BFSI sector here

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17 Sep 2012

Are your Training customers asking you for ‘Training Outcomes’ in ‘Business Outcome Terms’?

Are your internal/external training customers asking you to deliver ‘Training Outcomes’ in ‘Business Outcome Terms’.  I know, many trainers and training managers are already crying foul and yelling in their minds, “Training results cannot be accurately measured”.  Yet, I suggest that you continue reading this article.

In many cases, current Training Methodology adopted by trainers and training managers is:

STEP-1 : Regular Instructional Design based approach of defining Learning Objectives as ………………. On successful completion of this module, the participant will be in a position to ……………(for example)…… ,  “Demonstrate methodology of Greeting, Listening and Acknowledging Customers” or “Demonstrate how to eliminate doubts that arise in the minds of customers and propose a solution to their query”  or  “Demonstrate Selling Skills learnt successfully through role plays”.
STEP-2: Develop training materials as per design

STEP-3: Implement/Execute training intervention

STEP-4: PRAY TO GOD.  EXPECT A MIRACLE TO HAPPEN!

STEP-5: A Ha! – …

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