Customer Service Training for Business Class Professionals
Problem
Declining quality scores and decrease in order accuracy were causing escalations to C-suite.
“Just in time” instructor-led solution was requested to address frustration issue. Timelines were tight with little to no SME availability.
Ideation
Instructor-led soft skills module with engaging role plays provided relevant scenarios. Participants identified the right information path, leading to effective solutions for real-world challenges.
Resources/Technology
Videos with stopping points enabled active learner engagement through questions, comments, and discussions. A coaching session with role-play scenarios also enhanced the experience by allowing practical application of concepts.
Result
Increase in quality scores and order accuracy.
