Introducing Volvo’s New Customer Service and Soft Skills Training
We are thrilled to announce the launch of our new Customer Service and Soft Skills Training, specifically tailored for our dealer network. This industry-specific training is designed to elevate the customer service experience across all departments and roles. We encourage everyone to participate and complete these eLearnings to enhance their skills and contribute to our commitment to excellence.
Why Participate?
Participating in this training will enhance your communication skills, enabling you to improve interactions with customers and colleagues.
Course Structure
The eLearning course is divided into two comprehensive units, each containing five modules.
Unit 1: Mastering Communication and Cultural Awareness
- Positive Customer Experience: Learn techniques for effective phone, face-to-face, and written communication.
- Effective Listening: Discover how to listen attentively and ask the right questions.
- Handling Difficult Conversations: Develop effective strategies to navigate challenging discussions.
- Cultural and Language Differences: Gain insights into addressing and respecting diverse backgrounds.
- Minimizing Bias: Understand the importance of overcoming assumptions and reducing bias in interactions.
Unit 2: Meeting Customer Needs and Building Trust
- Identifying Customer Needs: Learn how to determine the needs of both internal and external customers.
- Responding in Real-Time: Practice adapting to customer needs in various scenarios.
- Building Trust: Explore strategies for building trust and adding value to customer relationships.
- Conflict Management: Discuss methods for managing conflicts effectively.
- Confidentiality: Understand the importance of maintaining confidentiality for both the company and customers.
Join Us in Elevating Customer Service
We are extremely proud to offer this valuable training to our dealer network. By participating, you will not only enhance your skills but also contribute to our mission of providing exceptional customer service.