• 三月 29, 2018
HCMx Radio 81: Teaching Front-Line Personnel: Allison Lagergren on Product Knowledge and Customer Service

Guest: Allison Lagergren, Learning and Development manager at Mercer

Host: 雷切尔·库克, 首席运营官, 布兰登·霍尔集团

 

美世 is a global consulting leader helping clients around the world advance the health, wealth and careers of their most vital asset — their people. They work collaboratively with clients to transform strategy into practical actions that drive results. 多于 22,000 Mercer employees work every day to improve the health, wealth and careers of over 110 百万人全球.

在这个情节, we discuss the importance of simplifying learning for successful customer service; the front-line people must convey vital information clearly and accurately. The best way to achieve this, according to Allison, is by making sure they understand the information thoroughly and can express it in their own words to customers.

主题包括::

  • The importance of personal contact with front-line employees, not just their managers
  • Making certain that training material is clear, actionable and makes sense
  • Observing employees as they perform their tasks
  • Practicing interactions between employees and customers
  • Providing real-time feedback
  • Ensuring the desired results are achieved in every interaction

We also talk about the recent Excellence Conference as Allison shares some personal insights and more.

 

Rachel Cooke

首席运营官 Rachel Cooke Rachel is responsible for business operations including overseeing client services, 研究活动和项目管理. 在加入布兰登·霍尔集团, 雷切尔是AC增长的首席运营官联合创始人. 瑞秋有超过 15 多年的销售经验, 市场营销, 业务发展, 与销售绩效管理. 此前AC增长, 她担任过多个高级管理职务,是对领导团队Be​​rsin & 联营, 在电子学习,现在业界领先的人力资源和人才研究公司的先驱分析公司. 在她的高级总监的角色, 雷切尔制定的战略,并导致解决方案提供商垂直的商业运行, 并成长垂直成公司最大的细分市场. 在她担任销售总监的角色, 瑞秋开发和率领的高级客户经理,专注于收购全球战略帐户. 雷切尔是全权负责制定重要的业务关系,与超过90的公司包括行业图标, 例如: 阿迪达斯, 惠普, 丰田, 神谕, 星巴克, 安富利, 波音公司, Kaiser Permanente的, 西夫韦公司, 富国银行, 普华永道, 高乐氏和Affiliated计算机服务. 雷切尔开始在银行业她的职业生涯, 媒体和酒店业. 这些行业, 瑞秋举行的几个关键高级管理和执行销售职位. 蕾切尔收到社会科学跨学科研究的学士学位从佛罗里达大西洋大学的荣誉. 瑞秋继续她的研究生教育由美国管理协会在完成了一系列的高管教育课程.

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