Next to 300 webshops, Coolblue also has seven physical stores in The Netherlands and Belgium. The company’s philosophy: to give customers that make the change from a digital to a physical store the best service. The key to success is well-trained and skilled staff, according to retail manager Marc van Elderen. He likes to work with TrainTool’s online trainings in order to achieve this.
Rabobank identified three competencies that its employees must possess: team work ability, total client attention (for companies) and focus on profit. To determine their level in each of these areas, plus to provide them the possibility to improve this through practice, TrainTool developed an online scan and training program for Rabobank. Thousands of participants are meanwhile working on this with enthusiasm.
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Efficiency is the main reason for Deloitte to team up with TrainTool, since time is surely the most important production factor for a service company. Moreover, you can practice as much as you like in an online training, where and whenever you want, if there is a computer or a mobile device available.
Gwenda van Hooff, learning advisor at Deloitte, talks about these and other advantages of TrainTool's online training in this case study. How much participants enjoy it and how they achieve better results, to name a few.
Wholesale and logistical service provider Lekkerland supplies 9,000 clients throughout The Netherlands with food and non-food products, tobacco and beverages. The service Lekkerland offers is an important component of this organization’s success. In order to improve their customer focus, Lekkerland’s employees receive an online training program, ‘Conversational Anchors’, by TrainTool.
After fifteen turbulent years of growth, it was time for MetrixLab to reflect on the story which is used by their employees to introduce the office to customers. The market research company commissioned TrainTool to develop the training MetrixLab: The Story.
Employees at Rabobank Utrecht have to switch from 'helping the customer' to 'helping the customer to do it themselves online.' That requires different consulting skills. Manager Christiaan van der Feltz came upon TrainTool in his search for a way of training that fitted the bank's strategy: promoting online services. The bank employees are enthusiastic about TrainTool's training and Rabobank Utrecht reaches their strategic goal.
Customer friendliness is high on the agenda of many Retail companies. But what if the customer is not friendly, or even aggressive? There are 600 of these incidents every day in The Netherlands, meaning this is a real problem. This has been reason enough for Praxis, a large Dutch DIY chain, to train their employees in handling aggression. In 2014 the training was heavily revised in collaboration with TrainTool and Crime Control, says Head of Personal Development Merel Vollenberg.
Soft skills: indispensable, even in academia. For example, if you’re doing qualitative research by conducting interviews. Asking clear and neutral questions, putting the person being interviewed at ease, intervening and getting to the bottom of things, these are all skills that you can acquire by practicing and practicing. This can be done effectively through online training as Utrecht University proves.Download this case study to see:
Employees on the phone or at the front desk are a large influence in the citizens’ ratings. This is why they needed to be trained and skilled in serving the customers as best as they can, in this day and age. In this case study you'll read how the Town Hall of Gennep has experienced the training ‘Excellent Service’, and to what results it has lead. We talked about this with Customer Contact Centre Manager Henrie Janssen.