| | | | | for 16 hours split into 4 sessions of 4 hours each. |
| The ‘Global Shared Services Center’ of a | | | | |
| Fortune 500 organization approached MMM Training | | | | Training topics: |
| Solutions to help them with a customer services | | | | - Developing a customer service mindset |
| training intervention that would not only improve basic | | | | - Understanding the elements of great customer |
| customer handling skill sets but also help facilitate a | | | | service |
| change in the mindset of their employees toward | | | | - Understanding and managing customer expectations |
| becoming more customer service oriented as | | | | - Call handling skills and E-mail etiquette |
| individuals and as an organization. | | | | - Dealing with different kinds of customers |
| | | | | - Polite and friendly phrases to use that sound |
| By working in coordination with the HR, Operations and | | | | professional |
| Quality teams of the client organization, MMM Training | | | | |
| Solutions demonstrated clearly the benefits of | | | | Methodology: |
| customer service training. We also facilitated a 20% | | | | - Numerous role-play simulations of customer facing |
| improvement in the customer service skill sets of | | | | situations with feedback from the facilitator and peers |
| various teams. | | | | - Group games, movie clips and case studies along |
| | | | | with Instructor Led Training (ILT) |
| For the purposes of this case study, our focus will be | | | | - Audio recordings of sample calls that were |
| on the customer service training intervention we | | | | categorized as ‘good’ calls and ‘bad’ |
| undertook for the IT services and Helpdesk Support | | | | calls |
| team. | | | | |
| | | | | Post-training Intervention: |
| Challenges Faced: | | | | A post-training assessment was conducted one week |
| The client outlined to us that the major challenge that | | | | after the completion of training for each batch and the |
| they faced was that most of their IT Services and | | | | appropriate feedback was given to the participants. |
| Helpdesk employees were not customer service | | | | |
| oriented. Although, they possessed good technical skills | | | | Results: |
| they just had not been able to see the importance of | | | | The result was that the participants showed an |
| customer service as they were dealing with | | | | average overall improvement of 10-15% in terms of |
| ‘internal customers’ i.e. employees of the parent | | | | quality of performance, specifically focusing on |
| company, who had no one else to turn to for their IT | | | | customer service. |
| support needs. | | | | |
| | | | | Refresher Training: |
| They wanted us to help instill a professional approach | | | | We conducted a 4 hour refresher session for each |
| to customer service, problem solving and call handling | | | | batch one month after their initial training program. This |
| as part of the IT Helpdesk operations. This included: | | | | session focused on key areas in which the participants |
| - Change in mindset toward a ‘culture of customer | | | | were not showing significant improvement. |
| service’ | | | | |
| - Politeness and courtesy when speaking to | | | | As a result, participants showed a further 5-10% |
| customers | | | | improvement in their customer service skill sets. This |
| - Using the right telephone etiquette | | | | meant that at the end of a month participants had |
| - Using the right e-mail etiquette | | | | shown an average overall improvement of about 20%. |
| - Taking ownership | | | | |
| - Dealing with different types of customers | | | | Conclusion: |
| | | | | The client organization was so delighted with the |
| Pre-training Preparation: | | | | results that they wanted us back to conduct a |
| Prior to the delivery of our customer service training | | | | ‘Level 2 - Customer Service’ training |
| program, an in-depth study of the situation was carried | | | | intervention to take their teams to the next level of |
| out by the MMM Training Solutions Team. Our | | | | bringing about ‘Customer Delight’. |
| pre-training preparation focused on areas that helped | | | | |
| gain an insight into the real nature of the problem. | | | | We continue to work with the organization to this day. |
| | | | | Today, we are looked at as a strategic learning |
| The Training Program: | | | | partner who is helping them focus on the core of their |
| The training programs were initially conducted for five | | | | business – developing people. |
| batches of participants from the voice based support | | | | |
| operations. | | | | This business case clearly demonstrates the |
| | | | | effectiveness of our customer service training material |
| Duration: | | | | and programs. Kindly visit our website to download |
| Each batch went through a training program that was | | | | free customer service training material. |