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Performance & Training

Action changes things!

Uncompromising genuine approach suitable to any working standards and procedures. Being proactive and supportive for exquisite client oriented services, we provide a broad range of competitive business and consultancy instruments at European standards.


Employees’ training and development are the keys to exceeding targets in a dynamic business environment. Economic and political changes force companies to continuously improve skills and qualification of personnel. For these situations, HRS Training has developed effective learning programs that provide exquisite practice experiences with participants’ full engagement.

Training strengths:

  • Certified courses are suitable for small to large groups, content being easily adjustable from one day training to extended duration.
  • Over 700 authorized trainers available across Romania;
  • Relevancy and focus on key issues;
  • Proactive approach and high professionalism in reaching needs and expectations;
  • Versatility in adjusting training schemes to participants’ level of knowledge and assimilation degree. We speak on your language!
  • Theory is perfectly combined with real work situations. Therefore trainees can immediately apply what they have learned, speeding up performance.
  • Well-structured information with accessible presentations and explanations;
  • Ability to provide specific, concise and on-subject answers to all inquiries;
  • For long term trainings, we ensure fluent correlation between chapters/sections.


From the understanding of your needs to a customized training program, the HRS team will be by your side along each step of the process to propose you tailor-made training programs.

HRS will first assist you in:

  • Identifying your employees training needs;
  • Involving employees in training decision;
  • Developing the training plan;
  • Assessing the training program;
  • Implementation of the training program,
  • Follow-up over the entire process.


HRS provides a wide range of training programs, using various methods under cognitive and behavioral approaches, such as: brainstorming, demonstrations, open discussions, games and situational role play, case studies and not only.

HRS training programs are divided into two categories:

  1. HRS soft-skills training programs:
  • Communication
  • Teamwork
  • Presentation Skills
  • Problem Solving Skills


  1. HRS management training programs, declined on actual needs and expectations:
  • Team Management
  • Skills Management
  • Leadership
  • Project Management
  • Stress Management
  • Time Management
  • Change Management
  • Intercultural Management
  • Time Management
  • Customer Service Training. Vision, Energy & Passion to Serve.
  • Administrative Assistant Skills
  • Creative Problem Solving & Decision Making
  • Train the Trainer
  • New College Instructor Orientation
  • Change Matters
  • Setting Others For Success
  • Handling angry and difficult callers



Customer Service

Vision, Energy, Passion to serve


Course objectives:

  •  Discover the attitude, skills and knowledge needed to be a successful customer service representative.
  •  Explain the importance of measuring & benchmarking service as well as the value of a lost customer.
  •  Realign their thinking about customer complaints and understand the opportunities in each challenging customer situation.
  •  Understand what true customer loyalty is  and the importance of their role to ensure a positive customer experience.
  •  Understand the concept of plus one’s and the value of exceeding customer expectations in each customer interaction.

Outline of topics:

 What do customers want?

  • What customers want?
  • Logic Vs Emotion
  • Winning customers hearts
  • Customers want CASH

This thing called “Loyalty”

  • Defining a lifetime customer
  • Drivers of customer loyalty
  • Keeping Customers loyal and plus one’s
  • Why customers leave and cost of losing a customer

 Measuring customer satisfaction:

  •  Importance of customer feedback
  •  Methods of collecting customer feedback
  • What is NPS?
  • Rate my NPS activity

Having The Right skills and attitude:

  • Attitude, Skills and Knowledge
  • Having the right service mentality
  • Rapport = Results
  • Strategies for building rapport

Value of a complaint:

  • A Complaint is a gift
  • Ground rules for receiving a complaint
  • Avoiding customers hot buttons and forbidden language

Customer service techniques:

  • Seven Diffusing techniques
  • Disengaging
  • Face saving out
  • Empowering customers


We consider that each employee learns from his/her experience. Therefore our training programs aim to go further and bring the participants to a higher level of knowledge by studying best practices and implementing them into their daily work. Thus, we offer you reliable solutions to ensure that your organization’s income rises faster than your workforce costs.

Join an open world full of challenging opportunities!