Koolboks Elevates Team Synergy and Expertise in Lagos
In July 2024, Koolboks took significant steps to enhance the skills and teamwork of its Telesales Officers, Customer Service Officers, and Digital Marketing Managers through a comprehensive two-day training program in Lagos.
This training was part of Koolboks' ongoing commitment to fostering a culture of continuous improvement, ensuring that its teams are equipped to provide unparalleled customer experiences and drive the company's mission forward.
Telesales Officers: Strengthening Communication and Product Knowledge
Led by Opeyemi Sabitu, Head of Telesales at Koolboks, the training for Telesales Officers was designed with clear objectives in mind: to ensure unity and cooperation between the sales and customer service departments and to maximize product knowledge across both teams.
The training emphasized critical skills such as clear communication, objection handling, active listening, and empathy, especially in the context of customer interactions.
Structured over two days, the training included a variety of interactive activities, from role-plays and group workshops to maintenance practicals and inter-departmental games.
A notable highlight was the workshop and role-playing sessions, which allowed participants to practice real-life scenarios, improving their confidence and ability to handle customer objections effectively.
Feedback from the team was overwhelmingly positive, with participants expressing their gratitude to the CEO for the enriching experience. The training has already started yielding results, with noticeable improvements in agents' selling skills, communication, and product knowledge—transforming them into pro marketers.
Customer Service Officers: Enhancing Customer Experience and Emotional Intelligence
Ayodeji Oluwadare, Head of Customer Service at Koolboks, oversaw the training for the Customer Service Officers and had a few things to say about the overall experience.
According to him, this session focused on improving communication skills, deepening product knowledge, and enhancing problem-solving strategies, all aimed at elevating the overall customer experience.
The training was carefully structured to identify and address the team's skill gaps, incorporating a mix of lectures, role-playing, case studies, and real-world examples. The most impactful part of the training was the emphasis on product knowledge and the engaging question-and-answer sessions.
The immediate effect of this training was evident in the shift in agents' attitudes towards issue resolution, with many becoming more proactive and empathetic in their customer interactions.
Digital Marketing Managers: Mastering the Art of Community Management and Ad Campaigns
According to Dotun Adeyemi, Head of Digital Marketing at Koolboks, the primary objectives were to improve community management, enhance skills in managing Google and Meta ads, and strengthen overall digital marketing strategies.
The training was divided into three modules: Community Management, Google & Meta Ads, and Digital Marketing Strategies, with each session designed to be hands-on and interactive.
Participants engaged in simulations, hands-on ad workshops, and collaborative strategy sessions, which were highly impactful. The training has already led to better community engagement, optimized ad campaigns, and a more cohesive approach to digital marketing within the team.
Conclusion
These training sessions not only provided essential skills and knowledge but also reinforced Koolboks' commitment to its core values of customer-centricity, innovation, and teamwork. With continuous follow-up actions and future training sessions planned, Koolboks is well on its way to achieving even greater heights in customer satisfaction and business growth.
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