Posts tagged "Customer Care Training"

March 11, 2012

My Experience with Creating a Scenario-based Course: Part 1

Last week, in a conversation with a Captivate Customer Care Team Manager, I learned that she had some training requirement for the new joinees in the team. We were generally discussing how to train the new employees quickly and effectively. The task was to train them, in a manner that they are well equipped to resolve the customer issues and delight the customers with efficient service. It’s a very important job and they have to do it right each time they pick up the phone and talk to the customer.

After a long discussion, we reached to a conclusion that providing them a simulated learning experience would make sense. So the first idea Continue reading…

Posted by poojajaisingh6:16 PM Permalink
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    • mizan.ngbd2013: this verion is very helfull
    • Yarik: Perfect! Thanks for sharing source file, so I can discover and learn. I love Cp7 and Pn9 for everyday working....
    • Sandy Snyder: Cool! I look forward to trying something like this in one of my projects. Thanks for sharing!
    • Allen Partridge: I like that approach Lieve.
    • Lieve Weymeis: Since shared actions can be used also in other projects, and this action not necessary has to be...
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