Modern Customer Service Staff in Polkomtel S.A.

The project provides for 168 training days in the period from 12 November 2009 to 31 August 2011. 600 employees of the Process and Customer Care Development Department will be trained during this period. The main goal is to improve the efficiency of customer service by phone as well as to build and support interpersonal skills call center staff. The goal is planned to be achieved through training the following areas: for managers:

• development of HR management standards
• development of coaching skills as well as the skill of copying with routine and with becoming professionally stale
• acquiring knowledge and skills in the field of age management
• acquiring the skills of supporting the development of the staff reporting to a manager.

for Customer Service reps:

• development of the skill of building lasting relations with customers in the process of sale over the phone and customer care over the phone
• acquiring the skill of coping with stress and emotions in contacts with "difficult" customers
• development of oral skills, right way of expressing one's thoughts, accommodating the message to the type of a customer.

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