the request
The initial goal of this project was to encourage and motivate customer service representatives (CSRs) to adopt a quality service mindset and to provide strategies to help improve the overall customer experience.
the Problem
Client complaints about customer service were up while productivity levels were down. Training to educate and motivate CSRs was sought as a solution.
application summary
Project Stage /
type
AUTHORING tools
used
Miro, MS Teams
skills & techniques
APPLIED
THE solution
Here’s an example of the importance of discovery meetings and how deeper questions can uncover the most effective training solution and identify other tools and strategies to help!
During our initial discovery meeting, I asked a series of questions among stakeholders and subject matter experts to further probe into the problem they were trying to solve. As questions were answered and topics discussed, I mapped out keywords and indicators, which then led to further questions.
Over two sessions, the team acknowledged a shortage of support for CSRs during times of need and a knowledge gap where new products and services were not being communicated to the entire team. This resulted in confusion and low morale among CSRs – not to mention dissatisfied clients!
The real solution was a two-part training program — one for managers and one for CSRs. The map below outlines the flow of the discovery and solution process!
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