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.
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Duration |
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9 months |
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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
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