Carlos Rubio, Training and Development Manager at Phone House Spain
|Company||Phone House, telecommunications|
|Training||Customize a video game to become customer-centric|
|Skills Developed||Continuous learning, self-confidence, coaching, communicating effectively, conflict management, innovation and creativity, negotiation, problem solving, tolerance to pressure, decision-making, customer service.|
|Program||Period: 2017. Trained employees: 1000|
|Serious Games||2100, serious game on customer service|
Phone House is one of the most recognizable retailers of electronics, mobile devices, ADSL networks, TV and other telecommunications services. It has over 2,400 stores in eight countries in Europe and around 10,000 employees.
One of company’s biggest challenges was to change the culture in the organization and make employees more aware of how important customers are. Phone House wanted store managers and staff to be aware of the consequences of each of their actions with customers. Therefore, the challenge was to send a strong message that penetrated the organization and reinforced the habits of its nearly 1,000 employees in its more than 500 stores in Spain.