Challenge

Our financial services client located in Pennsylvania was growing exponentially through acquisition and sales. This rapid growth was negatively impacting customer service since there was inconsistent language, call format, and lack of the parent organization’s business values, goals, and business processes. Additionally, the client wanted to own the final workshop materials and elearning reinforcement module.

TrainSmart Activities

TrainSmart’s Instructional Systems Director worked with the client to create a High Level Design that delineated what could be addressed in a business-wide Customer Service workshop and what was too functional area specific for the workshop.

The ISD also worked the training department director to improve performance by:

Using this client approved High Level Design, the TrainSmart Instructional Designer:

  • Identified off-the-shelf Customer Service materials that the client could purchase.
  • Gained the clients approval to purchase.
  • Modified the purchased materials to match the client’s branding.
  • Modified the purchased content to match the HLD.
  • Gained approval of the final Student Materials, Instructor Guide, and PPT Deck.
  • Worked with the client’s LMS team to brand and implement the purchased elearning module

A TrainSmart IBCT (International Board of Certified Trainers) Certified Facilitator then delivered a customized train-the-trainer that incorporated facilitation skills and the approved Customer Service Workshop.

Outcome

The Client’s customer rolled out the new Customer Service workshop to the entire organization (6,000 employees at 14 locations) and received positive feedback from their leadership and employees. They’ll have customer data soon with an expectation that it will improve dramatically.