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.
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.
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.