Customer cases
Active Listening
Avery Dennison felt the need to work in a more uniform approach in regard to the CSR competences they have set for their sales departments. Active listening is one of those. This ambition combined with the decentralized approach regarding the active listening competence was the reason to start working on the development of one global bite-sized learning.
From NPS score to real customer contact
The challenge facing Bol.com is to establish a real bond with their customers. Given the online service model, this can only be done during the customer contact moments. A light and inspiring program aligned to the physical training days of the call centers in Maastricht, Utrecht and Lisbon was necessary to change the existing NPS-based mentality.
In the blended learning solution developed for this, the new approach is presented on the basis of the Bol.com DNA, entrepreneurship and a toolkit. The goal of the program is to stimulate the service experts to devote more attention to the customers and transform them into customer promoters.
A new way of learning
The new HR strategy led to a stronger focus on employee self-determination of their professional and personal development.
The traditional training model therefore had to be converted into a blended learning landscape.
Employees needed to have access to an online portfolio of job-specific training modules, training modules on the organization, and training modules in the framework of personal development.
Worldwide leadership development program
AkzoNobel supports around 8000 people managers worldwide with a leadership program consisting of a familiarization course and a general training course.
Using various learning methods, managers strive to improve their leadership abilities and work according to the values of AkzoNobel.