Customer Handling Skills – The Key to Exceptional Customer Service

The Company

Our client is a Fortune 500 technology company that develops, sells, repairs and supports computers, and related products and services. The company is one of the largest technological corporations in the world, employing more than 103,000 people worldwide.

This company sells personal computers, servers, data storage devices, network switches, software, computer peripherals, HDTVs, cameras, printers, MP3 players and electronics built by other manufacturers. The company is well known for its innovations in supply chain management and electronic commerce, particularly its direct-sales model and its “build-to-order” or “configure to order” approach to manufacturing—delivering individual PCs configured to customer specifications.

The Challenge

Our client strongly believes that the key to having a successful business is a relentless focus on not just good customer service, but exceptional customer service. And so in its consistent emphasis to improve customer service, specifically where field technicians are involved, they were looking for a web-based, experiential training, which integrated the following objectives:

  • Incorporate company guidelines for achieving customer satisfaction with learners
  • Integrate key concepts related to a “moment of truth”, taking every interaction with a customer as being an opportunity to satisfy and impress them
  • Include parameters the company uses to evaluate service performance

Audience for the training included:

  • Certified Systems Engineers
  • Service Providers
  • Field Technicians

The Solution

After analyzing our client’s customer support process, we proposed a multi-path and multi-role training program to encompass the entire customer support lifecycle starting with our client’s call-center agents and ending with field technicians. This training program included a multi-path as it was targeted for both client- and enterprise-field technicians.

Infopro learning developed a web-based training involving the following key areas:

  • Delivering the best customer experience
  • Understanding the ‘moment of truth’
  • Evaluating service performance
  • Apprising the client dispatch process
  • Handling scheduling errors
  • Handling difficult customers

Instructional Strategy

We developed a Level 2 to 3 Web-based Training (WBT) using a combination of several instructional design strategies to impart learning at Bloom’s Level 1 to 3 – knowledge to application level.

The content for the WBT was wrapped in easy-to-understand capsules. The best instructional strategies such as Gagne’s Nine Events and Adult Learning Principles were implemented. These strategies emphasized qualities that are critical in adult learning tasks, such as the importance of experience, self-direction, intrinsic motivation, and immediate value in learning activities.

Based on the idea that knowledge cannot be known and fully understood independently of its context, scenario-based instructional strategy was also applied to provide a real-life context. Two types of scenarios were designed, role-based, with probing questions and customer’s responses, and situation-based, given in a situation on how a learner would troubleshoot/resolve a problem.

The training also includes inline questions at the end of each lesson, designed per Bloom’s Level 1 to 2. Upon attempting the inline questions, diagnostic feedback is provided to the learner. Post training assessments include Didactic questions and Drill-and-Practice activities.

Design Strategy

The learners are presented with self-running demos consisting of a series of screen captures forming a real-life scenario. Demos are used to showcase and provide supporting text instructions for the connecting steps involved.

Once the learner views the self-running demos, they have a “Try It” option, which consists of the interactive simulation, where learners can try the same steps on their own. The interactive strategy provides instructions along with feedback at every step when the learner makes a mistake or deviates from the procedure.

The Results

We worked with our client as a partner to understand their vision and developed engaging training to improve customer satisfaction.

Major training benefits included:

  • The client’s foundational principle of good customer experience was incorporated with its customer support line.
  • Customer support staff gained confidence and were motivated to deliver the highest customer experience.
  • Customer satisfaction ratings increased significantly as measured after 3 months of training delivery.

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