> Impact - Customer Service Training & Consulting > CSAT scores improve an average of 9.5% following customer service training from Impact Learning
 

CSAT scores improve an average of 9.5% following customer service training from Impact Learning

Impact - Customer Service Training & Consulting
Published:  Oct 06, 2010
Type:  Case Study
Length:  1 pages

Motorola's Home & Networks Mobility Division was looking to improve customer communication scores and problem resolution rates. Although Motorola was already providing excellent service to its customers, Mike Horton, Senior Director of Motorola's Home & Networks Mobility Division was unwilling to rest on past performance. To improve service metrics, Mike decided to invest in his team's communication skills to further improve customer satisfaction. More than 150 Motorola engineers and managers successfully completed the program in little more than 10 weeks. To ensure reinforcement of the new skills on the job, the initiative also included a training program for managers and supervisors called Making It HappenT, which trained them to reinforce skills using positive coaching techniques. Upon completing the learning and passing a skills test, Motorola engineers and managers received certification and industry recognition through the TSIA.



Tags : 
customer service training, motorola, customer satisfaction, cex, customer experience, training, consulting, business

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