What was the initial position?

Our client introduced a new service offering to its customers in the Middle East. In order to facilitate both the implementation of the various service improvements as well as the approach to the customers, our client has started a training program for its team leaders as well as its relationship managers.

What are the benefits for the employees?

During the training, client advisors were trained in various topics such as «client typology-based approaches», «development of client needs based on features and benefits» and «objection handling». The client advisors were able to apply these new techniques and behaviours in «realistic client interview simulations» with professional actors in order to gain more self-confidence and to realign their own success stories.

What is the benefit for the client?

The main advantage is an increased awareness of all front-oriented employees regarding the introduction of the new service model. All participants are aware of their strengths as well as their individual steps towards further development and have designed their own rollout plan for the upcoming months.

Which learning methods are being used?

During the program there were short interactive learning sessions which were followed by coached role play simulations with professional actors. Relationship Managers from Europe, who participated in a similar program five years ago, were invited to provide short video statements with the message «what is your advice to the collegues in the Middle East». This additional method has proved to be very useful and credible for this program, as colleagues faced with the same challenges shared their own experiences.

How satisfied is the customer with the success?

The responsible line management described the program as a great success. All the participants gained a lot of confidence and became aware of the next steps to follow.

What will you keep in remembrance?

I will remember this programm for a lot of reasons. First of all because it’s not that common to be flown to a different continent to realise a training program. Also to work with all the project-involved team members was very exceptional. Thank you once again for this great opportunity, the great results and of course also the fun moments we had during the project.

Despite many little differences – like working on a sunday and other cultural habits – this program proved to me once again, that people all around the world aren’t that different, no matter where they come from. The ability to change ones behaviour is rooted in our DNA and requires a lot of attention – all over the world.

Facts

• Duration: 4 days
• In action: 1 trainer, 4 actors
• Languages: Workshops and trainings in English
• Participants: 16 Team Heads, 68 Relationship Managers
• Rating: Very good feedback from both client and participants