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Optimize Your Customer Service with Digital Training 

Barona’s outsourcing business dates back to the early 1990s. As the demands for service, quality, and competence in customer service have increased, we have continuously developed and adapted our training programs. Today, these align with the new ethical rules for distance communication with customers and the new ISO standard 18295 for customer contact centers. 

We consider internal training as a necessity and prioritize continuous education for all our agents. Now, we can offer high-quality training through e-learning, both for our internal staff and external organizations. 

You have the opportunity to spread these training programs over a time period of your choice and can measure the results both at the group and individual levels to identify where further knowledge improvements are needed. After your agents have completed the training with approved results, they are awarded a diploma. 

Barona Academy 

Further training

Basic Training in Ethical Rules 

The ethical rules for distance communication with customers and customer service came into effect on April 1, 2023. These self-regulating rules have been developed by various industry stakeholders to ensure secure customer contacts and a safe consumer market. It is essential for customer service representatives to be familiar with these rules in their daily customer interactions, which we cover in a course that takes approximately 20-30 minutes and concludes with a knowledge test. 

Course Content: 

  1. Introduction to Kontakta 
  2. Summary of ethical rules for customer service 
  3. Summary of the Consumer Purchase Act 
  4. Summary of the Distance Contracts Act 
  5. Summary of the Consumer Services Act 
  6. ARN’s role in disputes 
  7. Knowledge test 

Barona Academy

The Role of Customer Service Today 

We start by looking back and describing how the role of customer service has changed and become increasingly important. We provide concrete examples of good and bad customer service and the effects they have generated. 

Difficult Conversations 

Tips and techniques for making difficult conversations less challenging. How should we act, and how do we use our language? We go through different types of customers and situations and provide tips on how to meet the customer and adapt accordingly. 

The Optimal Call 

We describe how to create a structure in customer conversations for a professional and efficient approach, through the call ladder and a basic dialogue strategy. We provide guidance on how to guide the conversation and what to consider in the different stages. 

Key Skills 

We go through the skills that an agent should develop to create satisfied customers, why these are important, and provide advice and tips for different customer situations. 

Key Metrics 

We explain why it is crucial to measure customer service and present the most common key metrics such as NKI, NPS, CES, FCR, AHT, and other production metrics. 

Communicate Smart 

An overarching description of the different behavioral profiles and how we can better understand ourselves and others. This is valuable knowledge in customer service to adapt to different customer types. 

Further Training: 

Insightful Communication 

By identifying our differences, we create a better understanding of our and others’ strengths and communication patterns. 

Effective Customer Communication 

How to engage in a professional and effective customer dialogue with the aim of creating value for our clients, end customers, and colleagues. 

Advanced Call Techniques 

We develop your existing knowledge of customer dialogue. This time, we focus on the different parts of the call ladder.