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From designing to implementing a great customer service experience

Project lead Customer Service Program

Global sports brand

Our client wanted a worldwide training program for their customer service, that helps agents put the customer front and center, solving their questions and issues with verve, while representing the brand.

We developed a training framework based on best CS practice,  customer needs research and company values that gives all agents worldwide the tools to deliver a great experience. We implemented the full programme in Europe, working in an interim role.

Duration

9 months

Tools

Interviews
Data analysis
Design framework
Implementation
 

Creating customer-centric agents

At the heart of this brand’s customer service promise is the customer – but how to train thousands of agents to live this? Talking to customers, agents and internal stakeholders, we designed a new training method that puts all eyes on the customer – while still mindful of systems, processes and KPIs.

A Cnote CX expert implemented the program in-house for the client, leading the European training team, and implementing a 3-week introduction course for agents and the further learning paths they could follow. The training included all touch points – calls, e-mail, chat and social media – and all topics from conflict resolution (that leaves a customer happy) to solving the little issues straight away.

Facts & figures

1000+

Agents trained globally

5

Continents

8

Steps to a great conversation

Want a project like this? Contact Sophie

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