I want to speak to your supervisor!
Designed a complete instructor-led training program that trainers can use in classroom, or virtually, that prepares frontline employees to manage customer escalations through de-escalation strategies, communication techniques, and effective supervisor handoff procedures.
Project Overview
The purpose of this training is to provide customer-facing agents with effective skills when working with customers to decrease the escalation transfer rates and to increase effective communication that shows empathy and proper listening skills.
Business Need and Intended Outcome
Frontline employees lacked confidence and consistency when responding to customers requesting a supervisor; this training builds empathetic communication skills with the intended outcome to reduce escalated calls by 25%.
Learning Solution
Created a blended ILT solution including project plan, facilitator guide, participant workbook, and presentation deck.
My Role
Designed the end-to-end instructor-led training solution, including planning, instructional strategy, presentation development, facilitator materials, and participant resources with the extended list below.
- Needs analysis
- Learning objectives
- Project plan development
- Slide deck creation
- Facilitator guide development
- Participant materials
- Visual design
- Content writing
Click through each of the pages to review the project plan, and samples of the presentation, facilitator guide, and participant guide.