For Corporates
Corporate Training Programs
Today’s top global organisations have recognised the importance of Emotional Intelligence (EQ) and that communicating with customers must come with a large dose of Empathy, Passion, Motivation and Self Awareness in order to succeed. Positioning yourself as a strong brand is proving more and more difficult today where a plethora of competitive brands are flooding the market. Building genuine Empathy in organisations towards both internal and external customers enables you to reach out to your customers with a united voice; fulfilling your promise to them (and ensuring your vision, mission and values are not just nomenclature) as well as really wearing their shoes to be able to truly understand who they are, what they want and how they want it.
At VivaMama, we work with focused consumer insight exercises, CBT (Cognitive Behaviour Therapy) and Coaching to help employees make that shift in focus from organisation to customer and to bring out their more empathetic side. We use the TA (Transactional Analysis) model to understand organisational and individual strength in EQ. A lot of our training stems from our learning. Our forte is communication, be it e-mail, telephonic or face to face.
The way that we train is what sets us apart from any other training company in India. We don’t believe in ‘death by slide’ and so our training programs are based heavily on interactive activities, games, some amount of audio visual, a wee bit of pre-course work to help us in our planning and a tonne of in-depth analysis into your organisational goals, your customer and finally, revealing the connecting line between the two.
Building Open Empathy Organisations
- Connecting to Organisation Mission, Vision, Values
- Understanding and relating to your Target Customer
- Creating Passion in the workplace (reducing attrition)
- Building unity amongst Internal Customers (focus on team work)
Detox Programs
- Wellness Workshops
- Managing Stress and the work-life balance
Customer CARE Management
- Increasing Loyalty
- Increasing Revenue
- Increasing Customer Satisfaction scores
- Reducing Customer Complaints
- Increasing Individual Performance Scores/EQ
What do you want to achieve as an organisation via this training?
As an organisation, you may have specific training goals or need gap areas, which is why you are looking at particular teams, departments or individuals being trained. It is extremely important to conduct a Training Need Analysis (TNA) in order put together a training package which would best deliver results and measure your Return on Expectations (ROE).
How does one measure the need for empathy? If you are not sure what is specifically lacking, however you are seeing an increase in customer complaints, lower customer satisfaction scores, higher attrition, increased customer abandonment or even a slowdown in sales; let the VivaMama team in to do a TNA. We would love to help you keep your promise to your customers and achieve your goals by first, identifying the problem. At VivaMama, like our training programs, the TNA we work with is tailor made for every organisation. We would be happy to take you through the in-depth TNA techniques we use in greater detail.
How does one measure the impact of Empathy?
Proven Instances of Empathy pushing Results
- Increased
Revenue
Sale of Breast pumps went up at Mom & Me, Mahindra Retail by 25% post an empathy training where sales staff was taken through the physiological, hormonal changes that go through a breastfeeding mom. Understanding the practical use for Breast pumps, they were able to connect it to customer need and make customers aware of the’ solutions’ pumps would provide them in terms of easier lifestyle, more mobility and a means to provide their babies with their breast milk even when they were not around.
- Increased Cross Selling & Loyalty
In depth empathy training where staff were made to understand customers from a physiological, social, financial viewpoint enabled Mom & Me, Mahindra Retail to provide customers with ‘solutions’ for their stage of life before they even knew they required them. When a customer moved from second to third trimester in pregnancy they were able to offer them the products which would relate to the need areas of that particular life stage, closing in on a sale far more quickly than ‘guess’ based selling. The customer loyalty club started growing in numbers as customers felt the intimacy grow between them and the store staff. Inevitably, this had a resulting impact on revenue as buying increased.
*For further details on how Empathy works and impacts on organisational goals, please contact the VivaMama team.
Pre- Course work
In order to achieve desired results, all participants will be required to undertake a certain amount of pre-training work. The type of work would vary according to the objectives, training goals, type of program and structure of team.
One-on-one Coaching
At VivaMama trainings, we like to allocate some time to one-on-one coaching for each member of the team being trained. This gives each participant the best input and feedback relating to their individual KRAs as well as the organisational goals at large.
Evaluating Impact/Assessing Results
All training programs must be evaluated and have a follow up action plan which VivaMama works through with the relevant teams in the organisation.
We use a wide range of measurement tools which are used at different levels and combinations depending on the training goals, the training structure itself and the degree of change required to implement the training.
Although ideally the Kirkpatrick model should be employed as an evaluation tool, not many organisations are evolved enough yet for results to be completely accurate. At VivaMama, we use participant feedback forms, mystery audits, Customer feedback forms, Customer satisfaction scores and manager reports to assess the impact of a training program in relation to achieving the goals set out.
Further to this, we assess the success of our training programs with overall organisational results being achieved.
The impact of focused, goal oriented Empathy training programs are:
- Creating an open empathy organisation - transparent, aligned to the same vision and customer understanding translates to every level
- Creating passion for jobs as you now understand why you do what you do and the DIFFERENCE it makes to people’s lives
- Reduced Customer complaints
- Reduced Attrition Levels
- Increased Customer Loyalty
- Increased Revenue
For further details on the training and developmental programs we can custom design for you, please contact us:
Anika Puri, Director |
ShrutiSaxena, Director |
Ayesha Garewal, Master
Trainer |
For more information please contact: info@vivamama.in
