Instructor-Led Training
When you need hands-on training with a human touch.
Customer Service Training
The customer service representatives were passing all problem calls up the chain instead of trying to solve the issues themselves. Management wanted to change this and have CSRs address customer complaints themselves. However, after investigating, it was found that it was primarily an issue of company policy. The policy was that CSRs would not handle customer complaints.
After fixing the policy to give CSRs the power to properly address customer concerns, CSRs needed to know how to actually do it. We created a decision tree and outlined in detail the authority that CSRs now had. Then all CSRs would spend a day in Instructor-Led Training where they would be able to practice the new power they’d been given.
Click the image to view the facilitator’s guide.