As a market leader in financial and asset management services, our client operates a global in-house center (GIC) in India, with offices in Bengaluru and Chennai. These function as a microcosm of all businesses in the U.S. market, providing strong support to the global business as well as the customers. Hence, it comprises of large teams continually servicing internal and external clients located in several geographies. They were challenged with ensuring that their technically adept workforce is just at adept at understanding customer mindsets, expectations and being able to communicate in a manner that boosts incident resolution and enhances service efficiency and continuity.
Shradha HRD solution/training intervention:
In keeping with the clients vision of “CustomerObsession”, this learning intervention on decoding the customer mindset was designed to enhance both verbal and written communication skills along with a keen understanding of the customer’s expectations. This engaging and experiential workshop aimed to equip professionals with tools and insights to be establish meaningful connections with customers, structure written communication for impact, articulate confidently with key stakeholders and in turn achieve higher levels of personal and customer satisfaction.
As an outcome of this training intervention, participants were equipped with insights and developed skills to take ownership, enhance Emotional Intelligence to comprehend stated and unstated customer needs and structure customer centric verbal and written responses to meet these expectations. This training program was extremely well received and has since been scaled to meet similar training needs of the various business units of the organization.