Designing and Developing Customized Learning Solutions

A major private label credit corporation with numerous call centers in the US and Canada servicing multiple client credit portfolios was experiencing a decline in cardholder and client service satisfaction. For the cardholders, dissatisfaction was occurring at customer "touch points" or interactions with call center employees. Clients were expressing dissatisfaction both with how their cardholders were being serviced and with the service provided to the client themselves from supporting functional areas such as Marketing, Risk Management, etc.

An initial analysis uncovered the need to establish specific customer service standards that would guide all employees in their interactions with both external customers (cardholders) and internal customers (clients and fellow employees in all functional areas.) In addition, a comprehensive "learning solution" would be required in order to institutionalize the standards.

The Solution:

An extensive needs analysis was conducted to determine the current state of customer service skill gaps and to determine the most appropriate method of learning to utilize 9e.g. e-learning, classroom, group learning, skill practices, etc.)

A Customer Service Communication Model was developed that would provide the standard for how all employees interacted with external and internal customers.

A customized learning system was developed to facilitate the "up-skilling" and institutionalization of the Customer Service Communication Model. The learning system included:

• 1 day classroom workshop for all call center employees
• 1 day classroom working for all exempt individual contributor employees
• 1 day classroom for all managers focused on building their skills in coaching their employees in the use of the Customer Service Communication Model
• 4 hour classroom workshop for senior leaders focused on providing an executive overview of the Customer Service Communication Model and the associated skills taught to all employees
• 8-1 hour "just in time" reinforcement workshop sessions led by managers on an as needed basis – aimed at reinforcing the skills learned in the 1 day classroom workshop

A measurement plan designed to provide call center employees with feedback on their effectiveness related to the use of the Customer Service Communication Model.

The Result:

• An institutionalized Customer Service Communication Model utilized by employees in all functions of the business
• Increased cardholder and client satisfaction.

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