During March and April, the specialized training activities of the BPO department have been conducted enthusiastically with two main themes: “Working based on customer perspectives” and “The roles and responsibilities of employees and team leaders within the department”.

These training sessions have been dynamic with interesting practical activities, not only fostering a lively atmosphere throughout the sessions but also imparting valuable knowledge and lessons to each participating learner.

Let’s take a look at how the training program unfolded!

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Theme: “Working based on customer perspectives”

Training Date: March 15, 2021

Trainer: Mr. Hoàng Hải Nam (BPO General Manager)

We often mention the phrase “The customer is God”. But does this mean that every opinion and request from customers must be strictly followed? We need to understand what is truly meant by this statement.

To kick off the training session, Mr. Hoàng Hải Nam posed questions to determine the importance of customers, thereby identifying three fundamental principles when working based on this perspective. Firstly, it’s essential to understand our customers; secondly, we must grasp their needs; and finally, we should strive to enhance their satisfaction levels.

There are three fundamental principles when working based on customer perspectives

Delving deeper into each of these factors, there are smaller questions that each person and team needs to self-reflect on to find the precise answers regarding their own customers.

During the training session, Mr. Nam also referenced Heinrich’s Principle “300:29:1” concerning customer complaints and the consequences of these complaints if we do not work based on their perspectives or fail to satisfy them.

Groups discuss problems when working with their customers and propose solutions

Moreover, the activities didn’t stop within the confines of the training session. Post-training activities were also noteworthy. In addition to scenario-based discussions and exercises, each team had an analysis task based on the 5W-1H principle to resolve customer complaints through a Customer Opinion Survey conducted in 2020. The analysis tasks were diligently completed by each team and presented to all BPO department employees. Through these problem-solving presentations on customer complaints, each DTSer also acquired additional skills in presentation, teamwork, and gained a better understanding of customer requirements and the distinctive nature of each team’s work.

The groups presented to the entire BPO department about their customers and the group’s proposals to satisfy customers

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Theme: “Roles and responsibilities of employees and team leaders within the BPO department”

Training Date: April 2, 2021

Trainer: Mr. Hoàng Hải Nam (BPO General Manager)

“The roles and responsibilities of employees and team leaders within the BPO department” is not an entirely new topic. This topic was previously covered by Mr. Nam in February 2020. Thus, it can be observed that this is a subject containing crucial content that every BPO employee needs to grasp to improve the quality of their work over time.

The participants in this training session were not the same faces from 2020; they were employees who held important roles within teams and projects

During the training session, each learner not only understood their own roles but also gained insight into the ideal functioning of a team.

Is it better to choose a regular team format where the team’s achievement equals the sum of individual achievements?

Or…

Is it better to opt for a team format with synthesized strength where the team’s achievement exceeds the sum of individual achievements?

Surely, each participant made their own choice when participating.

What is the ideal form of group activity?

In addition to discussing the role of team leaders, Mr. Nam also aimed for each learner to envision the job when assuming that position so that each team could proactively handle tasks when the team leader is absent. At the same time, this opens up opportunities for advancement for employees with prior preparation of necessary skills.

The groups come up with situations and analyze how the group operates based on the knowledge Mr. Nam shared

Apart from the advanced professional training sessions, the BPO department will also have sessions to share fundamental knowledge related to Japanese wooden houses in the near future. Readers, stay tuned!