Training and coaching in customer service, sales, negotiation, and leadership development. In group seminars and individual coaching sessions, participants work on exactly what they need to be more successful. His credo: apply effective methods with a performance focus and high social competence to achieve results.
The division covered 14 locations with a total of 4,500 employees. Responsibilities included training agents in customer service and leaders at team and department head levels. In addition, it was important to maintain and continuously develop the quality of both our own locations and those of service providers at a high level. Decentralized structures were created to ensure maximum autonomy. External trainers were brought in as needed. As the representative of the Training & Quality division, I provided regular updates to my own management and to the clients' management.
Responsibilities included training agents in customer service and leaders at team and department head levels. In addition, it was important to maintain and continuously develop the quality of both our own locations and those of service providers at a high level.
Staff leadership: motivation, development, and support of team members.
Scheduling: shift and task allocation, ensuring availability.
Goal achievement: monitoring KPIs such as service level, call quality, and productivity.
Quality assurance: feedback discussions, coaching, training.
Interface: communication with other departments and management.
Axel Grüsner has been working in training and coaching for over 25 years. Since 2011, he has been a self-employed trainer, coach, and mentor in customer service, sales, negotiation, and leadership development. In group seminars and individual coaching sessions, his participants develop exactly what they need to become more successful. His credo: apply effective methods with a performance focus and high social competence to achieve results.
His career path took him from the skilled trades through industry into the service sector and finally to the role of "Director Training" in a global corporation. As a trainer and coach, he draws on the experience of his 25-year career as a manager in the private sector. He sees it as his mission and personal goal to support people in their development and to discover and prepare upcoming talent in companies for sales or leadership roles.
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