The Task

A leading financial services organization was keen to train its frontline staff across India on various skills desirable for effective customer interface and services organization on skill sets enabling customer centricity.

The Solution

All new joinees in the Customer Relationship Executive role have to undergo yearly certification process which includes product knowledge and soft skill knowledge up gradation. Centum Learning partnered the client to design learning solution targeted to up skill the Customer Relationship Executives at client locations, Pan India. Under the programme, discussions were carried out with the focus group with multiple teams from across locations. This was followed by one-on-one interaction.
Customized content was created to train the target group on the following essential skills:

  • Effective Selling Skills
  • Customer Centricity
  • Communication Skills

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The Result

Under the learning intervention designed and executed by Centum Learning, approximately 600 employees across functions were trained on the desired skill areas. The programme also involved exercises aimed at boosting employee confidence and positively influencing their demeanor.