The company has stepped up its training this year. Throughout this year, the training work has been carried out in a vivid way and achieved many results. I want to briefly review the training work of the marketing department this year, so that everyone can have a clearer understanding of the training context throughout the year. Training is not only the need of work, but also a learning channel to improve one's own quality. I hope everyone will talk more about the suggestions and requirements for next year's training in the year-end summary.

This year's training in the marketing department is divided into four stages.

The first stage: function query

New colleagues take turns to go on stage to learn more about each function, the usage and business requirements of each interface, and other colleagues in the marketing department ask questions under the stage. Questioned questions often have certain business depth and technical difficulty. If the new colleague can't answer, let the old colleague answer.

This stage of training is mainly conducted in Guangzhou. After the training is completed, sort out a training experience and send it to all foreign branches for local training. At the same time, for the functions that are generally considered to be insufficient and questionable, submit them to the product department for function or expression improvement.

After the training, many colleagues felt that the vague understanding had been clarified.

The second stage: scenario simulation

One colleague imitates the customer to make a phone call, and another colleague answers it. Imitation is multifaceted. On-site service includes consultation, complaints and requirements ... most of them are problems encountered in practical work. Colleagues who seek answers should be treated according to all true practices. Let's record the inappropriate places and discuss them when commenting.

The training at this stage is mainly to strengthen communication with customers, such as how to determine the identity of the other party, how to use CRM to quickly check the current situation of customers, how to grasp the main points of customer narrative and so on. In the training process, the mistakes that are easy to occur in telephone communication of service personnel are corrected, and some conventional terms of telephone service are standardized.

At this stage, we also invited Li Lai Company, the senior manager of Taiping Life Insurance Company, to give us telephone communication skills training.

At the end of the second phase of training, the quality of our telephone service has changed greatly.