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CUSTOMER SERVICE TRAINING KIT         Client: Large Indian Microfinance Organization across 12 states with over 200 Branches, focusing on micro credit for women in urban and semi-urban areas. Audience: Loan officers across the nation The Assignment: A key element of the organization’s strategic focus is to focus on building a strong customer base and enhancing customer loyalty. Therefore, CoCoon was commissioned to design a comprehensive workshop on ‘Customer Service’ for Loan Officers, in partnership with the leadership team. The objective of this intervention was to also evaluate and reinforce customer service skills demonstrated by the loan officer. A key feature of this Program was the fact that it was to be rolled out internally, by a group of Line Managers who had been trained by CoCoon. Our Approach: We used a two step approach to fulfill the objective of this assignment. To start with, we conducted an extensive diagnostic to assess and understand ground realities faced by loan officers during customer interaction. From the diagnostic study, we designed a two-day interactive workshop on ‘Customer Handling Skills’. After running a successful pilot, we conducted a Train the Trainer and certified 18 mid and senior managers in the organization who could cascade this workshop to all the loan officers across India. Design Highlights: An extensive Facilitator Guide to ensure seamless translation of the content by multiple facilitators. Certification of trainers based on ability to deliver content using appropriate methodology. Interactive and participative workshop with varied methodology Training material translated and conducted in regional languages Revamping of weekly and monthly review templates to assess ‘Customer Service Skills’

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