Customer service and sales standards implementation in Cortina network
My project subject was „Customer service and sales standards implementation”. My project had 2 main objectives: define sales and customer service standard and implement it.
What was to do in the meantime was: create tool supporting standards, develop employee sales skills and prepare communication of the project to show what and why it is important for the company and to focus employee attention into the right way.
The project was challenging for me, because I started the project as an HR person and I had to move to sales department, to understand better what to do. During the process I was focused more and more on the business issues and on sales. That was a big challenge and a big chance for me.
The most challenging point was to change the way of thinking about sales and customer service, to change the attitude and humans behaviour. It took months, but it is working now:)