Shell – Improving customerservice
We approached Ter Sprake for the execution of a development programme, for our Retailers, to improve customer service at our Shell sites. The programme focuses on skilling Retailers and their site manager, to be able to train and coach their staff. Although the content of the programme was already developed, we were looking for a party that would be able to develop an appropriate training approach.
We quickly arrived at Ter Sprake, because of their extended knowledge of our business and market, but foremost for their passion for customer service and their expertise in how to raise the bar on that.
Ter Sprake developed an excellent training approach. A valuable part of the training being the ability to practice those skills in a safe environment. The programme still runs today, and I strongly believe Ter Sprake has contributed largely to the energized start to the programme.
Personally, I have learned a lot about the training techniques and processes. Thanks to our close involvement over a period of several months, during which we trained 35 groups, I too have gained new skills and techniques that I still use today.
The Ter Sprake consultants are very competent in clearly identifying the training need, and translating these insights to a high standard training plan.
I’m sincerely grateful to Ter Sprake for their efforts and contributions. Last, but not least, I want to thank them for the great working relationship we ex
perienced.
We quickly arrived at Ter Sprake, because of their extended knowledge of our business and market, but foremost for their passion for customer service and their expertise in how to raise the bar on that.
Ter Sprake developed an excellent training approach. A valuable part of the training being the ability to practice those skills in a safe environment. The programme still runs today, and I strongly believe Ter Sprake has contributed largely to the energized start to the programme.
Personally, I have learned a lot about the training techniques and processes. Thanks to our close involvement over a period of several months, during which we trained 35 groups, I too have gained new skills and techniques that I still use today.
The Ter Sprake consultants are very competent in clearly identifying the training need, and translating these insights to a high standard training plan.
I’m sincerely grateful to Ter Sprake for their efforts and contributions. Last, but not least, I want to thank them for the great working relationship we ex
perienced. Mariola Meyer, Retail Learning Advisor, Benelux & France
Lees hier impressies van Shell Experts met Passie
