Standardizing Customer Service Representative Training Program throughout North America
The Challenge
A private construction firm engaged Wedgewood to design, develop, and deliver a Customer Service Representative (CSR) training program. The firm had 120 CSRs located throughout North America that operated without a formalized training program. They had grown significantly in a short time span and were struggling with a common approach to CSR development. Ensuring a standardized CSR approach was critical to their growth strategy and required a comprehensive, easy-to-use train the trainer solution.
The Solution
Wedgewood worked with the human resource team and a number of subject matter experts to design and deliver a complete curriculum for CSR development. We then created a two-level, ten-week training program that provides necessary training to CSRs via a stand-up facilitator training, internet-mediated materials, and experience oriented customer and plant visits. The program included five (5) modules each designed to meet specific CSR training objectives. Modules covered a number of CSR related subjects including product knowledge, company information, customer communication and sales skills, process explanations, and territory business.
The Result
Wedgewood's efforts led to a comprehensive training initiative that included preparing participants with pre-training reading and phone interviews, creating hands-on interactive and engaging training sessions. We developed a post-workshop website that contains relevant reading materials and on-line testing to ensure participant retention. Since the implementation of this program, CONTECH has experienced sales growth from 600 million to 750 million dollars.
To learn more about how Wedgewood can help your organization, please contact us at 866.842.4131, Ext. 8868 or info@wedgewoodgroup.com.
