HCMC, May 27-29th,
In an effort to enhance their sales and customer service strategies, LADDERS partnered with the PACE Institute of Management to provide specialized training for DOME staff – the community one-stop shop model pioneered by LADDERS. The training aimed to equip ten DOMEs with the necessary skills and knowledge to revolutionize their approach to sales and customer service. The 3-day training program focused on several key areas. First, trainees were introduced to the fundamental principles of sales, learning about different sales approaches, effective communication techniques, and the importance of building rapport with clients. They were taught how to identify customer needs, tailor their recommendations accordingly, and deliver persuasive sales pitches. By mastering these skills, the community-dedicated individuals would be able to provide a more personalized and engaging customer experience. They learned the importance of active listening, empathy, and problem-solving, enabling them to build trust and loyalty with customers. This emphasis on customer service aims to create a positive and memorable experience for every individual who interacts with DOME.
One critical aspect of the training was to equip the participants with the knowledge and tools to offer customer service both free-of-charge services and billable ones. The trainer, Mr. Vo Thanh Viet advised on the importance of clearly communicating the value and benefits of the billable services offered by DOME. By understanding the unique selling points and advantages of these services, the management staff of each DOME could effectively convey this information to customers, enabling them to make informed decisions to access billable services. This approach would not only prevent the loss of customers who were accustomed to free services, but also ensure that customers understand the value they would receive by utilizing the offerings at a DOME.
LADDERS recognizes the importance of supporting community organizations to have strong business models and skills in order to remain as viable staples that can respond to community needs, independent of donor funds. This is one of many activities to achieve that goal.
Figure 1-5. By empowering the staff with knowledge and skills, the DOME model aims to revolutionize its approach to sales and customer service to sustain business models. With the ability to effectively advise and care for customers, DOME could successfully include billable offerings in addition to free services, maximizing customer satisfaction and ensuring long-term success and sustainable development of the community one-stop shop model- DOME.