Project Overview
This project focused on enhancing the customer de-escalation training program for airline customer service agents. With customers displaying heightened aggression, it is crucial for airport customer service agents to possess de-escalation strategies and techniques to handle customer tensions effectively.
Tools Used in Development
Canva
Time in Development
40 hours
Client
Personal Project
Collaborators
IDOL Community
Challenge
Numerous newly recruited customer service agents are hired without prior experience in customer service. Frequently, when a customer starts to become agitated during an interaction, these agents tend to freeze and quickly seek their supervisor's help to handle the situation.
Solution
To address these challenges, an interactive training session was developed. This course would be given after the employee has completed the eLearning course. The ILT focuses more on Doing and Reviewing the material. This in-person training course would be facilitated by an experienced customer service agent or supervisor. Participants are given the opportunity to interact with one another throughout the training. They develop statements for each step of the LAST model and are given the opportunity to role play real-life scenarios and are provided with feedback. The employees would leave with a plan in place.
Results
The expected outcomes with be increasing the confidence level of newly hired customer service agents, thus reducing the need for customer agent supervisors to intervene during customer interactions. This in turn would lead to an increase in customer satisfaction.
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Select image to view Participant Guide