Our client is a market leader in the retail Segment, with a wide variety of quality products in every retail category. The vision for client is to be the most engaging and innovative hypermarket in India. It operates 24 stores across 9 cities in India and was looking to equip all customer service agents with language skills in order to be able to communicate confidently and enhance the in-store experience of store guests
Shradha HRD Solution:
SHRD designed a comprehensive training intervention to boost communication and customer service aspects for customer service agents. The program comprised of an in-depth need analysis , extensive instructor led classroom training and post training impact measurement.
The training modules used real-life scenarios and interactive activities to enable dialogue between various store functions. This in turn empowered colleagues to develop greater individual and collective clarity on their role within the organization and forged customer service mindsets
As a result of this immersive bilingual training interaction, Customer service agents across stores were equipped with skills to better understand customer mindsets and communicate in a manner that is more affable and comprehensive to the customer. The program saw a clear measurable positive needle movement on learning and implementation of customer service scores and language skills.