customer service sales training.pdf

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Global Do...
News & Politics
Making customer
delight a reality
Sales and Customer Service Training
PROFESSIONAL SERVICES
THE NEED FOR E-LEARNING
Changing the way the world learns
Aon Consulting is ranked among the world's
top human resources consulting firms with
more than 48,000 employees in over 130 
offices worldwide. They offer services in 
organizational effectiveness and culture change, 
leadership, selection and assessment, process 
design and improvement, and people 
development through a global network of 
experienced consultants. Their clients include 
several Fortune 1000 companies. 
The REPeTrain sales training
program at Aon
Today companies view customer relations as an 
increasingly critical business component, 
emphasizing customer service, sales and call 
center functions. Aon wished to capitalize on 
this opportunity by developing and marketing 
courses that would help organizations provide 
better customer service and in turn increase 
customer loyalty, making interaction delightful 
and meaningful.
Tata Interactive Systems was commissioned to 
convert an instructor-led course on soft skills 
into an interactive Web-based course. An 
administration module to control the access to 
these courses was also envisaged as part of the 
solution.
HOW OUR SOLUTION HELPED
Changing the way the world learns
Tata Interactive Systems developed an online 
customer-service training program, REPeTrain, 
to provide customer contact representatives with 
the skills and knowledge necessary to respond 
quickly, appropriately and accurately to 
customers' needs. The features of the solution 
were:
The REPeTrain customer-service training 
program was awarded the Call Center 
magazine's Product of the Year Award.
It distinguished business and emotional 
needs of calls, and revealed how they often 
intertwine.
The exercises were designed to challenge as 
well as teach. 
The program was developed using HTML, 
DHTML, JavaScript, and Flash. The server-side 
functionality was created using Active Server 
Pages (ASP) and MS SQL 7.0.
It addressed universal principles valuable to 
customer service, whether online or in 
person.
The entire program was quite easy to 
administer.
REPeTrain enabled call centers to:
The program comprised ten modules: Knowing 
the Customer, Components of Exceptional 
Customer Service, Valuing the Customer, 
Building Rapport, Barriers to Effective 
Listening, Assertive Communication, Empathy, 
Taking Ownership, Telephone Etiquette, and 
Managing Difficult Situations.
Deliver training effectively and efficiently.
Target training to specific core 
competencies.
Standardize representative behavior and 
provide superior customer service.
Attract and retain customers enhancing 
customer loyalty.
Increase employee retention.
Modules followed a consistent format and 
included realistic scenarios, exercises, puzzles, 
and assessments. The program was designed to 
run on both the Internet and the client's intranet. 
It enabled the administrator to create and edit 
group information, append modules, assign 
modules to groups, and view reports. A 
complete learner tracking system generated 
reports on learners' progress.
TECHNOLOGY USED
Sales and Customer Service Training
PROFESSIONAL SERVICES
The screenshots offer a brief glimpse of the REPeTrain 
customer service training program. To experience our 
products at work, you may view our demos by registering 
online at: www.tatainteractive.com.
The course makes extensive use of real-life 
scenarios that the learners can relate to.
Every module provides a summary of key 
concepts to reinforce learning.
SOME SAMPLE SCREENSHOTS
Changing the way the world learns
Learners are offered the option  
of choosing from a range of responses to 
customer requests.
Sales and Customer Service Training
PROFESSIONAL SERVICES