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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    • manxman1: Can I embed PDFs now?? After all, Adobe invented it. It would be useful for mixed media: SWF, PDF, FLV, and...
    • Lisa M. Matthews: Hi Dr. Pooja, It seems to be an issue with the drag and drop sound effects not loading properly. If...
    • jorgen: Can you please fix the links to these seminars!
    • Lisa M. Matthews: Hi Dr. Pooja, I was not able to upload the exercise into the SCORM cloud, and I have not heard back...
    • Dr. Pooja Jaisingh: Hi Michelle, Open the Cp7 project in Cp8. Copy the slides from the existing project and paste...
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