Team Management & Customer Service training at one of India’s leading oil and gas companies
-A Case Study
Objective
To reinforce the knowledge about the upgrade happening in automation while improving skills of the DSM/W to create a unique customer experience.
Centum 5D Approach
To achieve the objectives, Centum Learning deployed its proprietary 5D approach:
DEEP DIVE
NDS
Market Visits – Operation and Content Team conducted market visits and gathered competition information before creating content for the training program
Understanding – Ensured understanding of the new market segment that our client was focusing on
DIAGNOSTIC
The finding identified are broadly categorized as under 3 intervention elements:
Team Management
Customer Handling
Customer Service
DESIGN
Design – Designed structured intervention along with role plays and parameters
‘Dus Kadam’– Structured Pre-Work covering DSM ‘DUS KADAM’ designed and got approved by our client
DELIVER
Geography – The program covered 100+ Outlets in 18 territories across 05 States
Total coverage – No. of DSM/W (1922) and No. of Retails Outlets (123)
Knowledge Sessions – Centum conducted Classroom Training explaining importance & implementation of DUS KADAM
Role Plays – Also conducted multiple role plays for smoother understanding of Role Holders to understand effects of DUS KADAM better
On the Job Observations and feedback
DRIVE OUTPUT
Clear growth demonstrated across interventions, both in knowledge as well as ‘DUS KADAM’ process
Improvement reported from 62 to 94% from OJT1 to OJT6 for the cleanliness of washroom parameter, 79 to 86% for drinking water arrangements and 59 to 77% in forecourt area arrangement for the BLR region
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