Initiative | Customer Service Improvement Project
The Goals | Increase customer satisfaction outcomes for the utility contact center and customer service organization.
Our Role | Provide and create customer service curriculum and customized CRM application upgrade training.
Bellewether was engaged to support two of 21 initiatives for a customer service improvement project. Initiative 1 included both development of organizational training modules and the implementation of our HAI Interpersonal Secrets for Professional Success curriculum including text, job aids and HAI Inventory assessment. To support the enhancement of customer service interactions, Bellewether provided one-on-one assessment feedback, group facilitation and Train-the-Trainer sessions. Working closely with supervisors, managers and team associates, our work provided a necessary and successful platform to change difficult attitudes and sagging customer satisfaction statistics to a more productive culture with positive customer interactions.
Initiative 2 included the development of customized training modules outlining the use of a CRM application upgrade. Between the two initiatives, Bellewether produced nearly 70 modules of customized training, in four sets of curriculum and was instrumental in the overall success of increasing the customer experience for this utility.
Our role to project manage these initiatives lead to a successful development process and implementation of training documents and on-going models for future development.