Workflow & Process Design
Tailored Customer Service training programs
I created a series of targeted training materials and guidelines that helped Vandebron improve service quality, strengthen employee skills and support consistent communication across the organisation.
Year
2022
Industry
Energy
Client
Vandebron
Project Duration
2 years
Problem :
Vandebron needed structured training and clear guidelines to address recurring challenges in customer interactions. Existing resources were fragmented, and employees lacked practical tools to handle complex cases confidently and consistently.
Solution :
I designed and developed multiple tailored learning assets, including a “Resistance Masterclass,” a Special Care handbook, tone-of-voice guidelines and several operational procedures. Each resource was built to be practical, accessible and directly applicable in daily customer service scenarios. My role included content development, structure, visual design coordination and quality review.
Challenge :
The main challenge was translating complex service scenarios into clear, actionable learning materials that worked for teams with different experience levels. The training needed to be both instructional and empowering, helping employees build confidence while maintaining consistent service standards.
