1. COVER STORY
to develop their customer responsibilities efficiently and post
service reps personality that all the participants have to clear
like SpiceJet provides the certification level to hit the floor.
customer service training "We being into retail industry, our
according to their employees' personality traits are
industry model. HDFC embedded in them through lot of
Life CSEs are given real examples, case studies and role
training periodically to plays. The trainees are checked over
enhance their knowledge the grooming standards every day
levels, communication during the training to cultivate the
skills, judgement and grooming standards in them. There
understanding of have been instances where the
customer requirements, employees who are joining us have
do a brief customer worked at local chemist stores or
profiling to understand are completely fresh where their
the persons they are traits are not groomed in handling
dealing with, use the right customers. Post training we find a
body language and choice difference in their grooming and
of words, etc and role customer service traits. We also get
plays constitute an positive feedback from the operation
important part of this managers stating that the trained
training. employees are better as compared
“
Personality development to the untrained staff hitting the floor.
We assess the leads to constructive The training makes employees
rapport with customers/ confident, prepares them to face the
attitudinal and emotional colleagues and builds a customers and provide them with
base of understanding relevant knowledge creating a
aspects by using a and trust in everyone. positive work environment,"
psychometric assessment There is a harmony that explicates Garg. Although, Thomas
is created in the Cook's CSE training is focused on
tool... that measures the environment and the way building up on company's defined
in which work gets done, traits, evolving them to the
individual on his motivational is better and superior in organizational context, are achieved
requirement and gives us an nature. Also, through a certification process, too.
performance gets carried "The SPARK training imparts in them
insight into the most to a new level with the need to respect rules and
personality development. processes, given the context of retail
probable behaviour. The effects of personality foreign exchange business; ability to
development on the work relate to customers, understand their
SUBHRO BHADURI environment are many - stated/unstated needs and wants and
EVP - HR ■ Kotak Mahindra Bank develops confidence and strive to meet them; come up with
communicative abilities grass root innovation in delivery; and
in customer service take responsibility for their actions.
interactions affect the customer's execs, perks up their attitude and Every joinee needs to go through
decision about which store has better behaviour by bringing positivity in different levels - Green Belt, Brown
service? Therefore, it can be stated the environment, aids in Belt and Black Belt. And participation
that personality in the workplace is communication and understanding, and certification is critical for career
best when it's easy-going. While, all sharpens inter-personal and social advancement," states Dr. Nair.
personalities may not get along well skills, grows in thoughts and opinions Since Aviva uses SBH, the training
in customer facing roles, it can and masters the skills of networking, is imparted on some techniques that
hamper the service quality of the and creates a win-win situation most have been developed by CAPP for
company. Also, some people are of the times. For example, Guardian Aviva where it can realize the 4M's:
naturally gifted at customer service Lifecare has a certification process maximise unrealised strengths;
that even difficult customers leave in place. All the new joinees who marshal realised strengths; minimise
happy, whereas others, even they join the company undergo eight days weaknesses; and moderate learned
work hard and mean well somehow of training on functional knowledge, behaviours. "We are beginning to see
estrange customers who are software training, and soft skills that benefits of this new methodology.
positively inclined to them. Thus, covers personality traits of an There is reduced attrition; faster time
companies have training programs individual necessary for carrying their to competence and higher
28 ■ July 2011 www.humancapitalonline.com ■