Ants Haavel, Getter Orusalu, Laura Livesey and Rod Solar at ESCRS 2014
Our recent visit to Estonia is another clear demonstration that proves the critical structure and processes required to provide exceptional customer service can effectively be taught, even in countries where English is not the mother tongue.
When asked about clarity of presentation, the delegates reported:
When asked if they found the content difficult to understand:
In the end, however, the clearest measure as to whether training is well received, is if participants would recommend it to others. To this question, they answered:
Feedback 3 months following the healthcare staff training
It’s been several months since we were in Estonia. While preparing for this post, we caught up with Ants over email and he said:
“After your course we started to implement your methods and system. Our customer service and consultants got more coherent, but at the same time all of the changes created more stress to the team until the new methods became habits. Numbers show that conversion rate went up 10% and I feel that relations between clients and our staff are more straightforward and honest. Also I see and feel that our staff is more confident. After implementing your process as a written system, training new consultants takes days; before it took weeks or months by “natural learning,” watching and mimicking. Thanks a lot Rod!”
Seeing a 10% improvement in conversion following trainings is an excellent result and we congratulate KSA for their commitment to improving their business. Watching our clients successfully negotiate the change process that is required of any business improvement project is very satisfying and having a quantifiable improvement in overall operational efficiency is the bonus cherry on top!