Koolboks Empowers Teams with New Roles and Skills in Lagos Training
July 2024 saw Koolboks rolling out an intensive training program in Lagos to redefine roles and enhance the skills of its Customer Relationship Officers (CROs), Business Unit Heads, and Maintenance Consultants.
This initiative is part of Koolboks’ strategic efforts to align its teams with the company’s evolving goals and values, ensuring that every team member is equipped to contribute to the company’s success.
Customer Relationship Officers (CROs): A Shift Towards Customer-Centric Engagement
The transition from Credit Collection Officers (CCOs) to Customer Relationship Officers (CROs) marked a significant shift in Koolboks' approach to customer interaction. According to Godwin Odeh, the Head of the team, this new role emphasizes building long-term relationships with customers, focusing on customer satisfaction rather than just debt collection.
The training for CROs concentrated on areas such as customer service excellence, relationship management, problem-solving, and emotional intelligence. The goal was to empower CROs to engage proactively with customers, personalize their interactions, and resolve issues before they escalate. This shift is expected to lead to stronger customer loyalty, improved brand reputation, and ultimately, increased sales.
Business Unit Heads: Aligning Strategies with Koolboks’ Growth Objectives
Adeyemi Kayode Olusegun, Head of Business Unit Operations, emphasized that the training for Business Unit Heads was crucial for understanding the company’s workflow and recent developments. The sessions aimed to align the strategies of each business unit with Koolboks’ overarching goals, particularly in enhancing customer satisfaction and driving business expansion.
The training provided valuable insights into new process flows and offered solutions to common staff challenges. It also fostered better teamwork and communication within the units, which has already resulted in more prompt and positive reports during weekly meetings. By equipping Business Unit Heads with the necessary knowledge and skills, Koolboks is paving the way for greater efficiency, innovation, and customer engagement.
Maintenance Consultants: Elevating Aftersales Service and Technical Expertise
The role of Maintenance Consultants at Koolboks, now referred to as Customer Engineers, has been redefined to focus more on customer-centric service.
Abiodun Mutairu, the Head of the team, highlighted that the training was designed to enhance both technical skills and customer service abilities, ensuring that Maintenance Consultants are well-equipped to handle aftersales issues with professionalism and efficiency.
Key areas of focus during the training included improving product knowledge, role-playing various customer service scenarios, and emphasizing the importance of the customer experience.
Maintenance Consultants are now better prepared to provide top-notch service, making them crucial to Koolboks’ mission of delivering excellent aftersales support. This role is expected to significantly contribute to customer satisfaction and drive future revenue growth for the company.
Conclusion
The July 2024 training sessions in Lagos represent Koolboks’ ongoing commitment to excellence in all aspects of its operations.
By investing in the continuous development of its teams, Koolboks is ensuring that its employees are not only aligned with the company’s values but are also well-equipped to meet the challenges of a rapidly evolving market.
As these teams implement what they have learned, Koolboks is set to continue its trajectory of growth and success.
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