Towards Customer Service
as a professional
business function.

Henkel Adhesives Technologies
Henkel holds globally leading market positions both in the consumer and industrial sector and is well known for brands such as Persil, Schwarzkopf and Loctite. The company is headquartered in Düsseldorf, Germany, and proud of its almost 50,000 employees from more than 120 nations. Henkel Adhesive Technologies is the world’s leading solution provider for adhesives, sealants and functional coatings.

Customer Service is a crucial link in the value chain, linking Henkel with the customer.  To enable Customer Service reps to perform as a professional Customer Service rep, alignment and common understanding of best practises across all Henkel’s  customer facing teams in all regions is a prerequisite.

As part of the Henkel Campus a learning path for Customer Service is developed. One element on this learning path is an instructor-led interactive workshop. Before the workshop the participants follow several tailor-made eLearning modules to provide them with a head start. During the workshop participants learn from the experienced instructor but also from each other.

During the instructor-led workshops small groups of Customer Service employees from different SBUs participate in a variety of role-plays, exercises and discussions. Interactivity and participation are the critical success factors for the sessions. The instructor shares his Customer Service knowledge and experience and facilitates the discussions amongst the participants. Focus is on applying theory and explaining the context of new developments within Henkel. The implementation of new introduced concepts impacting Customer Service have been supported by the workshops in this way. The workshops are very pragmatic and support the participants to take ownership in improving their own function and activities.


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