Strategic planning for Rosgosstrakh-Armenia along with designing & delivering training program on Customer Service

Strategic planning for Rosgosstrakh-Armenia along with designing & delivering training program on Customer Service

The project included:

a.Analysis of competency gap among the customer service staff of ROSGOSSTRAKH;

b.Identification of their training needs;

c.Design & development of the course, including materials, tests, assignments, etc.;

d.Delivering courses in following topics:

-Excellence in customer service

-Handling customers complaints

1. Monitoring & evaluating the performance of participants;
2. Presenting EPP reports to the top management.