Construction materials - Halifax Consulting – EN

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Challenges A leading provider of materials and solutions for the construction industry was looking to streamline relations between its clients and administrative services. The goal was to automate the most mundane office tasks to free up staff to focus on sales while ensuring the same high level of professionalism in customer relations across the board. The company also wanted call-centre managers to actively support the upgrade initiative.

100

sales representatives trained

7

regions involved

12

managers trained and supported

The Halifax Consulting Solution

Deployment was highly dependent on frontline managers, who were first trained in customer relations techniques and distance selling, along with ways to foster team skills, empowering them to subsequently play a very active part in all aspects of the team training programme, including micro-learning follow-up, “classroom-based” workshops and reinforcement. Managers were given additional support during their initial individual coaching sessions with employees.

Keys to success

Active manager involvement in the initiative.
Digital content adapted to the client context.
Long-term outlook.

Participants said the programme had really helped develop their customer relations skills. One of the teams was even able to apply newly acquired distance-selling techniques to an ongoing deal. Great result!
Sylvain M. Trainee

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