Custom Training Solutions for Improving Customer Service

Improving service levels is the goal of any department that directly contacts customers. Allen has helped dozens of the world’s largest companies in their pursuit to improve customer service through employee training. For some examples, please review the following.

HIDA Education Foundation: ADVANCE CSR
HIDAEF is an association of medical suppliers and manufacturers and healthcare providers. Part of their mission is to offer resources and training to its members. HIDAEF had an existing, successful training program about telephone customer service that was delivered via audiotape. They came to Allen to convert the course into a pure e-learning program.

The course, ADVANCE CSR, teaches a number of basic telephone service skills including telephone etiquette, active listening, helping angry customers, and common complaints. Maintaining the feel of the dialogue found on the audiotapes and reusing existing material as much as possible were crucial aspects of the project.

Maytag: Jetclean Dishwashers
This course was created for Maytag’s customer service personnel. After completing the course, learners understood the main features and benefits of the Maytag Jetclean dishwashers. More importantly, they were prepared to provide confident, enthusiastic and successful service to Maytag’s customers.

Security National: Personnel Training Center
This course was created to train Security National Bank call center personnel on proper and professional phone skills. This course outlined basic skills and attitudes required for successful call center professionals.

Spectrum: Sales and Customer Service
Developed using Rapid Content Development (RCD), this 30-minute course taught how employees can create a customer experience that exceeds expectations and ensures loyalty to Spectrum Brands products. It presented the “HABIT” process, a method for developing successful sales procedures.

Wakefern: Hooked on Seafood
A ShopRite Seafood Associate is an important element in a successful seafood department. This colorful course, created using Rapid Content Development (RCD) taught new seafood associates how to make their department the best that it can be. Along with learning the ins and outs of their job, new associates also learned about safety, customer service and even the seafood industry itself. The course was divided into five modules and included a comprehensive review and a mastery with certificate.

Wakefern: Service Clerk ABCs
Along with the ShopRite business philosophy, the building blocks of excellent customer service, including proper attire, safety policies and communication techniques, were taught in this course created using Rapid Content Development (RCD). The highly interactive course included knowledge checks, games and video to keep the learner interested.

Wakefern: ShopRite Bakery Basics
Winner of the Gold Brandon Hall Excellence in E-Learning Award (2003), this blended learning solution included an e-learning course combined with on-the-job training. The purpose of the course was to help entry-level bakery clerks acquire all the basic skills and knowledge required for the job.

Wakefern: ShopRite Meat Training
New Shoprite Meat Department Associates are introduced to their job responsibilities, personal presentation and important safety requirements in this colorful course created using Rapid Content Development (RCD). The course was divided into four lessons with a review and quiz following the completion of the course. Audio, eye-catching graphics, a moderately high amount of interactivity and a glossary are some of the features that make this course exciting and fun for the viewer.

Want to know more about Allen's custom training solutions for Energy and Utility companies? Then schedule a 30-minute consultation today.