Customer Service Transformation: Boosting Feedback Scores

Challenge

Our client was experiencing inconsistent customer feedback reports and low scores. The issues identified included poor telephone skills, poor handling of the return process, poor email messaging, abruptness, tone of voice, call duration, and call escalation.

TrainSmart Activities

TrainSmart’s HPT Consultant (Human Performance Technology) worked with the client to implement the following learning and change strategy:

• Working with the client to define exact expectations and outcomes that could be measured to show improvement in call handling, messaging – spoken and written, voice, and telephone skills.
• Developing a three-hour workshop that did not exceed a limited budget while focusing on the defined expectations and outcomes.
• Incorporating the DiSC® Preview into the workshop.
• Conducting two three-hour workshops – one early morning / one late evening.

Outcome

The Client’s customer feedback reports and scores improved immediately post the workshop series.