Project Objective

To create a high-value customer service culture at Two Rivers mall and enhance customer loyalty through effective brand positioning and customer service excellence at every point in the organization. ToR entailed the delivery of a high impact training and development program for 325+ staff, with post-training mentoring and coaching support to sustain and optimise the results of the intervention for long term effectiveness

Program Design & Structure

·Customization of the acclaimed WorldHost curriculum to create tailored customer service training content aligned with international best practices
·2 days of classroom-based training per employee with small class sizes enabling direct one-on-one support, effective peer learning and reflection
·Training delivery through 70%+ practical content: role play activities, case studies, group exercises and mystery shopper experiences.
·4-week coaching sessions per group of employees entailing on-the-job observation and feedback of customer interaction, assessment of service and product knowledge, general behaviour, technical job performance etc.
·Remedial training and coaching to address identified skills gaps