The Difference is in the Design
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The Difference is in the Design |
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Client: Long distance division of a global telecommunications company providing service to small business and residential customers Objective: Ensure that newly hired inbound customer service representatives achieve a high level of proficiency at the completion of initial training. Challenge: Course developers in the residential customer service group lacked necessary skills and knowledge to design and develop a performance-based curriculum for customer service representatives. Solution: Training by Design provided individual instruction and coaching for developers as they created instructor-led modules on using computerized systems, handling customer calls, analyzing inquiries, problem-solving, and negotiating with customers. In a pilot test, participants scored consistently higher ratings on performance tests compared to those who had completed traditional training. |
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