The company has increased its training efforts this year. Throughout this year, the training work has been carried out in an impressive manner and achieved many results. I would like 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 a need for work, but also a learning channel to improve one's own quality. I hope everyone will talk more about your suggestions and requirements for next year's training work in the year-end summary.

This year the training work of the marketing department is carried out in four stages.

The first stage: functional questioning

The new colleagues will take turns to come on stage to explain in detail the usage and business requirements of each function, each interface, and other colleagues in the marketing department will question and ask questions in the audience. Questions raised are often of a certain business depth and technical difficulty. If new colleagues cannot answer them, old colleagues will answer them.

This phase of training is mainly conducted in Guangzhou. After the training is completed, a training experience will be compiled and sent to all branches in other places. This will be used as a basis for local training. At the same time, for functions that are generally considered to be deficiencies in the system and that have questions, they are submitted to the product department for improvements in function or expression.

After the training, many colleagues felt that their previously unclear understandings had been clarified.

The second stage: scenario simulation

One colleague will imitate the customer’s call, and another colleague will answer it. There are many aspects of imitation, including consultations, complaints, and requests for door-to-door service... Most of them are problems encountered in actual work, and colleagues who are asked to answer the questions should handle them according to all real practices. Everyone should record the inappropriate points and discuss them in the comments.

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 customer's current situation, how to grasp the key points in the customer's narrative, etc. During the training process, mistakes that were easily made by service personnel during telephone communication were corrected, and some common terms used in telephone service were standardized.

At this stage, we also invited senior manager Li Chaolin from Taiping Life Insurance Company to come to the company to train us on telephone communication skills.

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