Customer Service Center Training

AUDIENCE:

Customer Service Center Agents and Sales Associates

CHALLENGE:

The company faced inconsistencies in customer service following the implementation of new guidelines. Employees struggled to adapt, leading to inefficiencies and lower customer satisfaction. A training program was required to help employees improve their communication skills and effectively handle customer inquiries.

ACTION: 

To address this, I designed and developed a comprehensive e-learning program, focusing on empowering employees with essential skills for successful customer service phone calls. It featured customizable scripts and scenario-based activities, allowing employees to practice their phone skills in realistic workplace situations.

SOLUTION:

After completing this training, employees will show a significant improvement in handling customer queries. They will communicate more clearly and resolve issues quickly, resulting in increased customer satisfaction and retention. This e-learning course successfully aligns employee performance with the company's new customer service standards.