Published: 06 January 2019
ID: G00418120
Analyst(s): Finance Research Team
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.
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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