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| GROHE Middle East |
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Situation
GROHE’s on-going policy is to offer outstanding products to clients, in order to maximise customer loyalty and value. To ensure that end-users get the most joy out of using GROHE products, the company has always provided its distributors and plumbers, with the appropriate technical training, GROHE decided to further enhance what it provides to clients by strengthening the customer service provided, in distributor showrooms and after-sales care.
Solution
GROHE had already a team of highly skilled technical trainers, who had established a good relationship with distributors and showroom staff. The challenge was to develop these technical trainers into “soft-skill” trainers focusing on the human element rather than the technical.
After research and assessments of the existing abilities, techniques and styles the Peter Andreou Group created a tailor made programme for the trainers, that dealt with the specific areas, below:
Presentation technique
Making learning fun for participants
Customer service knowledge
Outcome
A Customer Service facilitator guide manual was created, as a result of the programme. This contained customised PowerPoint slides, examples, case studies and exercises, which the trainer could relate to at any given time.
All the trainers developed their skills, adding new techniques to the core of their abilities. They were able to successfully make the transition from technical trainers into “soft skills” trainers.
Comment
Mr Franz Droege, General Manager of GROHE Middle East, commented "Speaking for GROHE Middle East, I would say that the ‘Train the Trainer - Providing Excellent Service’ soft-skills training module is the most comprehensive and useful ‘how to’ package that we have ever developed for our specific needs".
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