Iberia
When communicating with the best clients of the company the best customer service solutions are required.
When communicating verbally with the best clients the best customer service solutions are needed, proactivity.
This is why Iberia came to us bearing their telephone customer service team in mind to ask: What do we have to do to achieve a level of excellence for our most valuable clients? How can we improve our human resources?
The Di Towanda solution
We worked with groups of 8 participants using our management and theatre techniques method (1 manager + 1 actor) on assertive communication and the best attitude to adopt for managers and team leaders.
The areas developed with the 70 customer managers were: Self-esteem, assertiveness, proactivity, positive mental attitude and verbal communication.
The areas developed with the 14 Team Leaders were: Situational leadership, team management, effective communication and positive mental attitude.
Duration: 21 hours per group.
The main benefits were higher motivation, awareness of information and action to be taken when working with internal and external clients.