A global training initiative to achieve consistency in how customer service is delivered at all stages of the sales and after-sales process.

Driven by the findings from a mystery shopping exercise, the training combined video scenarios, process building activities and audio narration to deliver a framework for best-practice customer handling across all markets. Critically, each element of the customer-handling process was discussed with respect to its importance in the overall customer experience and how failure at any stage of the process could lead to a lost sales opportunity.

The training was developed in 6 languages.