Gartner Research

Real-Life Scenario-Based Communication (Novartis)

Published: 06 January 2019

ID: G00418120

Analyst(s): Finance Research Team

Summary

Novartis uses real examples to train staff on communicating and effectively managing challenging customer conversations. The training is actionable (as peers are asked to share ways to address similar customer-related issues), helping employees manage customer objections more successfully.

Table Of Contents

Overview

Solution Highlights

Challenge

Solution

Real-Life Examples Sharing and Reviewing Exercise

Training Program Components and Benefits

Depersonalized Feedback

Depersonalized Feedback Guidelines

Results

Recommendations

About This Research

Recommended by the Authors

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