The training deployed a combination of power point presentations, storytelling, role plays, games, and games to communicate the lessons.
The topics we covered under the theme QUALITY SERVICE DELIVERY were:
- Handling customer complaints
- Professionalism under pressure
The training sessions were very engaging and inspired the active participation of the employees who learned, played, and bonded with each other away from the pressure of daily work.
We ensured to deepen the insights we shared on the topics to cover perspectives beyond the immediate issues the company was facing, we captured the underlying issues even in the personal lives of the employees all the way to the unexpressed concerns at the workplace, the toxic attitude of some customers, and how all these build up to the tension and poor ways the employees serve customers.
We designed the role plays to recreate the real-life situations at the airport and service stations, it was like the employees watching themselves on a big screen. It was liberating and refreshening at the same time as they all made the commitment to return to work with a commitment to do better against all odds.
Based on the performance of each person and team during the role play, we helped to point out what they could have done better in handling the situation.