Veolia Group
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At the heart of SEEN's customer relationships

Over the past few months, SEEN has developed a customer relationship training and support programme. These key issues need to be addressed to develop commercially and communicate better with customers with their satisfaction being an obvious necessity. Today, some 130 employees who have direct contact with customers have been trained by a Campus network trainer who is an expert in customer relationships.
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To meet SEEN's issues and upskill employees (agency managers, reception desk employees, surveyors, employees in charge of issuing quotes, cutters, etc.), the expert in customer relationships developed and lead an innovative ‘practical-practical’ training course combining individual and collective reflection through workshops on customer experience, keys to ensuring customer satisfaction, managing tensions, and respecting values and the Customer Service Charter on a daily basis.

These workshops allowed each trainee to express themselves; then the group developed good practices, the right language to use, and the right attitudes to adopt, with the trainer's help. Scenarios were very precise and accurately reflected the reality of trainees (reconstitution of agency reception and payment areas and everyday working situations). As such, trainees tested and applied the subjects covered by the training, for example, the language and behaviour to adopt when responding to a water cut at a customer's home (off-campus role play in almost real conditions). The trainees and the trainer then debriefed the role plays to go further and anchor change.

Another important innovation is meetings with customers. Customers were invited to come talk to the trainees at each session. This initiative resulted in very constructive dialogues, and reassured customers about ongoing developments and employees about customer opinions on their work. Both customers and employees would like these meetings to continue.

This innovative pedagogy method was supported by trainee involvement and the quality of feedback on the different areas worked on. This course helped identify needs ‘in the field’, developed practical suggestions to improve customer satisfaction, and fostered personal commitment. SEEN's CRM Department is currently analysing the various points to continue employee upskilling and improve the customer service process and quality.