Discover 3 key skills in customer service and management. Report from Visline training sessions.

Over the course of two months, from March to May 2024, 72 employees from branches in Gdynia, Warsaw, Katowice, Kościerzyna, Łódź, and Poznań participated in a training cycle organized by Visline. The training topics covered both customer communication and management basics, with a focus on increasing sales among new customers and effective communication with current customers and carriers.

During these intensive sessions, conducted by an external qualified trainer, participants not only honed their skills but also integrated well. Each training session was an opportunity for interdepartmental meetings, and representatives from different branches, from juniors to seniors, had the opportunity to share experiences.

• Assertiveness development

One of the key topics that garnered significant interest from participants was assertiveness development. Not only does it enable better handling of difficult situations, but it also allows for effective identification of customer attitudes and constructive responses to objections.

• Paraphrasing skill

Another important skill that participants mastered is the ability to paraphrase. It allows them to repeat received information in their own words, facilitating understanding of the message conveyed and eliminating any misunderstandings.

• Giviing feedback

It is also important to skillfully provide feedback. This is a key tool in teamwork that helps better understand the needs of customers and colleagues in the team.

At the same time, participants pointed out the need for further improvement in negotiation skills and stress management. Visline is already in the process of developing materials to help employees manage teams and serve customers even more effectively.

What truly distinguished these training sessions was the active engagement of the participants. Their open minds and willingness to acquire new knowledge made these trainings possible. Everyone actively participated and expressed satisfaction with the conduct of the meetings, the facilitator, and the overall conditions, as reflected in the satisfaction survey. And the fact that they indicate a further need for improvement shows that investing in employees’ personal development can translate into real benefits for the entire organization.