I am looking for a provider that has practical experience of running customer service courses, preferably in different European cultures. They also need to have a good knowledge best practice customer service models and skills training. We have alot of material developed in different countries and need help to pull it together add ant additional content and write detailed trainer notes that can be translated and used in 9 different european countries. The consultant would also need to have good faciliatation skills to arrive at a joint solution between several european trainers who are all attached to their own material!
richard rogers
5 Responses
Contact me
Hi Richard
I have done a lot of work around Customer Service and Service Excellence over many years with measurable results. Please call me on 07766 422376 if you would like to discuss this further
Regards
Maybe…
Hi, I’d be interested if it was on a contract basis remotely – I’ve worked round and about the world in customer services amongst other fields, and I’ve plenty of experience in managing expectations of multi-national teams…
The only note of caution I would add here is that harmonising a course across several countries risks ignoring the minor and sometimes major differences in cultures, and it might be worth reviewing the course and allowing for minor modifications based on where it will be delivered.
E-mail: nkellingley@btinternet.com
Good luck,
Nik
Customer Service
Hi Richard
Sounds like a tough problem! I have had experience of putting customer service material together from different trainers / consultants from my days working in Dell within Europe (for Dell it was 17 countries and 5 major languages!) with each trainer being very attached to their own material and wanting country / cultural specific areas in everything. My motto back then was “Global Consistency with Local Delivery”.
I have just finished doing some work with a national government agency on customer service and one of my consultants has been involved with the customer service design and delivery for Liverpool ’08.
What I have found is that managing the stakeholders in a project like this is vital (as you mention) but also the need to manage the conflict that will inevitably occur in a constructive manner.
If you want a chat do call, 07891 408266 or drop me a line – andrew.miller {at} rubus-consultants.co.uk
Andrew Miller
Good record
Richard,
One of the companies I work for as an associate has experience of this – one of their programmes has been translated into hungarian and polish for sure. They also trained the european trainers in the delivery of the programmes. I’m not sure where you are based, but the company is called Instep, and you can track them down by calling 01477 505811, or on the internet at http://www.instepuk.com If you do get in touch, please let them know it was me who recommended them!
If budget is limited, you may better looking for an independent (like myself – I have done things like before), but before you plump for one of the people who comment, check them out,and/or do a search on http://www.trainerbase.co.uk to find someone with the right skills and experience.
Good luck with it.
Customer Service Training
Hi Richard,
I would be very interested in talking to you re your post. I run an international training company, with one of our main specialities customer service training. We deliver all over Europe, Asia and the Middle East, so are used to working with many different cultures. We can deliver in most local languages and run projects from as little as training 12 people to a current project training 40,000+ in customer services. We are familiar with most international models (fish etc…). All of my trainers are CIPD, NLP and Kaizan qualified and utilise these principles in both the design and delivery of training. Please call me on: 07715 489203 Thanks Tracy Algar