From Pharmacist to Doctor - Giving customer what they need versus what they want

PRESENTER: Robert (Bob) Welsh is the Head of the Center of Expertise, Learning & Development for Deutsche Post DHL, world’s leading postal and logistics services group. With approximately 500,000 employees operating in over 200 counties, DP DHL is one of the largest private employers in the world.  Robert lives in Bonn, Germany.

We all know that getting customers to focus on what they “need” versus what they “want” is a white knuckle business.

Bob Welsh, head of Learning & Development for Deutsche Post DHL, shares how he and his team repositioned themselves from L&D Pharmacist (just fulfilling customer needs) to L&D Doctor’s (helping them clarify the what they really need).

In this session Bob will review tools for facilitating this process including prioritizing L&D requests using the “Investment Grid” and aligning real business outcomes using the “Voice of Customer.” He will review a case study of how his team used these tools to review the company’s new “Employee Factsheet,” which complement the new Leadership Competencies.