Saxon Creative

Branding, Web and Online Marketing Services in Nashville, TN

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Fee De-Escalation: An Online Scenario-based Training

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Fee De-Escalation

The purpose of this scenario-based eLearning concept is to teach newly-hired call agents how to handle challenging customer calls by practicing de-escalation skills.

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Client Story

Your Advocate Insurance (a fictitious client conceived for this concept project) noticed that their customer service surveys were coming back with less-than-desirable reviews. The overarching response was that the call agents were not effectively de-escalating challenging situations with customers, leading to business loss and crippled customer faith.

Project Scope

Taking this information in hand, I analyzed the performance problem and discovered the call agents did not have the skills or knowledge required to handle these types of situations well. I suggested a scenario-based eLearning experience that would help the new call agents practice de-escalation skills.

Milestones

The end goal was to improve customer satisfaction and retention; additionally, this training would reduce any financial impacts of the problem by training new hires early on, helping them make the connection between their choices and real-world consequences. My idea of presenting a customer satisfaction report at the end (based on the learner’s choices) was welcomed because it very accurately mirrored the reality the company was facing… negative online reviews.

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About Pam Saxon

Pam Saxon (@pamsaxon) is the creative force behind Saxon Creative, where she helps transform small businesses and entrepreneurs into stronger versions of themselves, through strategic branding, web design and content marketing services. In so doing, her clients communicate their true value, earn what they are worth, and feel really, really proud of their marketing materials.

ABOUT

With more than 16 years in marketing and design, Saxon Creative is a B2B digital marketing studio offering services for Web design, development and maintenance, brand strategy and online marketing to clients across the United States and Europe.

615.852.8774

CERTIFICATIONS

a certified WBE of TN GoDBE
Women Owned Business

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